数字科技馆及相关领域服务质量评价研究综述

A review of the evaluation of service quality in digital science and technology museums and related fields

近年来,我国数字科技馆的迅速发展使得其标准化研制和服务质量的评价工作显得十分重要。笔者在对相关概念进行基本界定的基础上,根据国内外服务评价相关的现有研究,分别从"量化评估""主观评价"以及"定性与定量相结合"三个方面进行了梳理,明确了国内外数字科技馆及相关领域的服务质量评价规范的适用特点和适用范围,并对领域内研究现状进行归纳和总结。针对梳理过程发现的问题,认为数字科技馆服务质量评价规范的建设应当紧密结合经济、社会发展实际和用户需求,设计定性和定量相结合的服务质量评价指标,注重以用户为核心的服务质量评价理念,并突出对数字科技馆的科普教育效果的评价。

Based on the basic definition of the related concepts, this article reviews the literature from the three aspects of "quantitative assessment","subjective evaluation" and "combination of qualitative and quantitative" according to the content characteristics of the existing literature. The applicable characteristics and scope of service quality evaluation specifications for digital science museums and related fields at home and abroad were analyzed, and the research status in the field was summarized and summarized. Concerning the problems discovered during the combing process, we believe that the current construction of evaluation standards for service quality of digital science and technology museums in China should closely integrate economic and social development with the needs of users, design a qualitative and quantitative combination of service quality evaluation indicators, and focus on the user-centered. The concept of service quality evaluation and highlights the evaluation of the effectiveness of popular science education in digital science and technology museums.