Research On Public Satisfaction Of Public Cultural Services In Kaiyang County Based On ACSI Model

This paper draws on the American Customer Public Satisfaction Index(ACSI)model to establish a public cultural service public satisfaction index model,selects the public cultural service of Kaiyang County as an example,studies the public cultural service public satisfaction,and constructs the public cultural service public satisfaction The degree index model includes five latent variables: public expectations,perceived quality,public satisfaction with public cultural services,public complaints,and public trust.Based on the scale designed by existing research on public satisfaction with public cultural services,a questionnaire survey was conducted on the public satisfaction with public cultural services in Kaiyang County,and the survey data were sorted and analyzed using SPSS21 and AMOS23.Passed the reliability and validity test,regression analysis and path analysis of the questionnaire to verify the research hypothesis.The results of the study found that regression analysis was used to verify that Kaiyang County's public cultural service public satisfaction was positively affected by public expectations,perceived quality and public trust factors,and public complaints had a negative impact on public cultural service public satisfaction.Use path analysis to verify the relationship between various factors(public expectations,perceived quality,public complaints,and public trust)that affect public satisfaction with public cultural services in Kaiyang County.Among them,public expectations have a significant positive relationship with perceived quality;Public satisfaction with public cultural services has a significant negative relationship with public complaints;public complaints have a significant negative relationship with public trust;public satisfaction with public cultural services has a significant positive relationship with public trust.Based on the above empirical research and analysis results,combined with the relevant references,the strategy of Kaiyang County's public cultural service public satisfaction is proposed,and the government's measures to improve and optimize public cultural service public satisfaction are proposed: First,Ensure the resource quality of public cultural services,the investment intensity of public cultural services,and the management level of public cultural services,so as to improve the quality of public cultural services,meet public expectations and perceived quality as much as possible,and reduce complaints;second,improve mechanisms to smooth demand and The feedback channel is to cultivate the public's awareness of public cultural service needs and establish a mechanism for public feedback on public cultural service issues to increase public trust;third,strengthen integration,scientifically promote active social participation,improve the assessment mechanism,and build a service-oriented government,Promote the market and socialization of public cultural services,and provide a basis for public satisfaction.