| 摘要: |
| 目的 探讨提升博物馆顾客体验价值的路径选择，丰富对博物馆顾客体验的理论思考，并为有关部门提高博物馆管理水平提供参考。方法 通过文献研究和现场问卷调查获取研究信息，在SPSS20.0支持下，利用IPA分析方法探索大连旅顺博物馆的游客满意度状况。结果 针对旅顺博物馆特点，在体验旅游视角下，构建由差异性体验、参与性体验、全过程性体验、精神性体验及智能性体验五大因子组成的，涵盖二十八个具体测量指标的博物馆体验旅游游客满意度评价模型，分析重要性—满意度的统计特征，阐述分析结果的IPA象限分布及其因素作用。结论 从体验旅游的设计要求看，博物馆应高度重视游客的智能性体验，最大限度提高全过程性体验水平，提供依据个性化差异的细节性服务，以及设法增加博物馆与游客及社会的互动参与。 |
| 关键词: 顾客体验价值 顾客满意度 旅顺博物馆 |
| DOI：10.19554/j.cnki.1001-3563.2020.18.018 |
| 分类号:TB472 |
| 基金项目: |
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| Customer Experience Value Factors of Lvshun Museum |
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TONG Yu-quan, YANG Jiao, ZHAO Zi-yue
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Dalian Maritime University, Dalian 116026, China
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| Abstract: |
| The work aims to improve the path choice of museum customer experience value, enrich the theoretical thinking on museum customer experience and provide reference for competent department to improve management level of museum. The research information was obtained by literature study and questionnaire survey. The tourist satisfaction of Lvshun Museum in Dalian was explored with the support of SPSS20.0 and IPA analysis. According to the characteristics of Lvshun Museum, from the perspective of experience tourism, a museum experience tourist satisfaction evaluation model composed of five factors (different experience, participatory experience, full process experience, spiritual experience and intelligent experience), covering 28 specific measurement indicators was constructed to analyze the statistical characteristics of the importance and satisfaction and describe the IPA quadrant distribution and its role in the analysis. According to the design requirements of experience tourism, museums should attach great importance to the intelligent experience of tourists, improve the level of whole process experience to the maximum extent, and provide detailed services according to individual differences, to increase the museum's interaction with visitors and the community. |
| Key words: customer experience value customer satisfaction Lvshun Museum |
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