基于IPA分析的陕西历史博物馆游客满意度研究

Research on Tourists Satisfaction of Shanxi History Museum Based on IPA Analysis

以陕西历史博物馆为例,调查了博物馆免费制度执行后的游客满意度,通过IPA法分析了游客对博物馆满意度指标的预期与实际感受的差异。结果显示:游客对展品质量、展品数量、基础设施、志愿服务和公共休息点等较满意;讲解服务、参观秩序、展览说明牌和信息咨询服务为重点改进对象;停车位、纪念品和高科技的应用属低优先发展;建筑特色和展出形式需重点控制和优化。

Taking Shanxi History Museum as a case study and having a survey of visitors＇ satisfaction, this paper analyzed the difference between the expected and the actual feelings of visitors＇ satisfaction of Shanxi History Museum with the IPA method. The results indicated that the visitors were very satisfied with the exhibits, display quantity, infrastructure services and facilities, voluntary service and public rest areas. Interpretation services, the visiting order,exhibition and information consulting services were the most important to put more emphasis on improving. Parking lots, souvenirs and high - tech application should be given low priority to develop. Architectural features and display form needed to focus on control and optimize.