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2010年开馆的中国航海博物馆,是我国唯一一家国家级航海博物馆。随着社会影响力的不断攀升,如何进一步提高博物馆服务质量,打造有特色的服务软实力,是我馆未来发展重要研究课题之一。而被业界广泛认同的观众满意度调查,则成为了解观众需求、体现文化内涵、改善服务质量的重要信息支撑。当今博物馆早已从强调收藏、保管和研究的馆内功能逐步走向展示、传播和教育的社会功能。本文以海博馆开展的观众服务满意度调查为实例,通过构建服务满意度调查体系,分析服务满意度调查的实践作用和指导意义,以达到提升博物馆服务质量的目的。
The China Maritime Museum opened in 2010 is the only national maritime museum in China. With the continuous rise of social influence, how to further improve the service quality of museums and create distinctive service soft power is one of the important research topics in the future development of our museum. The survey of audience satisfaction widely accepted by the industry has become an important information support for understanding the needs of the audience, embodying the cultural connotation and improving the service quality. Today’s museums have gradually moved toward the social functions of display, communication and education from the in-house functions that emphasize collection, storage and research. This paper takes the survey of audience service satisfaction conducted by Haibo Museum as an example, and constructs a service satisfaction survey system to analyze the practical significance and guiding significance of the service satisfaction survey in order to improve the service quality of the museum.