公众感知科普志愿服务 质量影响因素及满意度研究

A Research on Public Perception Influence Factors of Service Quality and Satisfaction ofScience Popularization Volunteer：A Case Analysis of Ningbo Science Exploration Center

中文关键词: 科普志愿服务， 感知服务质量， 满意度

英文关键词: service of science popularization volunteer  perception influence of service quality  satisfaction

中文摘要:

      本文通过实证研究，发现公众感知科普志愿服务质量影响因素有服饰仪表、服务态度、专业技能、响应效率、科普信息提供五个方面，其中专业技能、响应效率、科普信息提供对公众感知科普志愿服务质量影响较为显著，服务质量对公众满意度起正向作用。但不同性别公众对于科普志愿服务质量感知存在差别，且该研究表明，当前科普志愿整体服务质量还不够高，需采取一定措施予以提升、改善。

英文摘要:

      Through the empirical study，this article finds that the public perception influence factors of service quality of science popularization volunteer comprises clothing instrument，service attitude，professional skills， responding efficiency，as well as science information. Among the aforementioned factors，professional skills，responding efficiency and science information exert significant influence on quality of service. Besides，the service quality have positive effects on public satisfaction. There is a difference between different gender concerning their public perception on the popular science volunteer service quality. Furthermore，the study shows that some effective measures need to be put in place to enhance the service quality for current popular science volunteer.