Research On Public Satisfaction Evaluation And Promotion Strategy Of Public Cultural Service In Heilongjiang Province

With the proposal and implementation of the 14 th Five-Year Plan and the report of The20 th CPC National Congress,the construction of public cultural service system and social public participation have gradually become a crucial research direction and development focus of domestic public cultural service.The domestic economic development situation and social contradictions have changed.At the same time,the public’s demand for public cultural services shows the characteristics of dynamics,diversity,and imbalance.According to the provisions of America Customer Satisfaction Index and Public Cultural Service Guarantee Law of the People’s Republic of China,the domestic scholars took public cultural products,public cultural activities as the research basis of public cultural services.Therefore,this paper forms an evaluation model which is suitable for Heilongjiang Province based on America Customer Satisfaction Index Model and the current situation of Heilongjiang Province,including perceived quality,public expectation,public sense of gain,public complaints and public trust.First of all,according to the new public service theory,customer satisfaction theory and expectation value theory,this paper defines the concept of public cultural service,public satisfaction and public cultural service satisfaction respectively.Then combined with the theory of public sense of gain and the current situation in Heilongjiang Province,this paper put forward the evaluation index of public satisfaction of public cultural services in Heilongjiang Province.Secondly,based on the survey of public satisfaction index of public cultural services in Heilongjiang Province,the hierarchical analysis method and the factor analysis method are used to set the weight of the evaluation indicators so that to build an evaluation system which is suitable for analyzing the public satisfaction of public cultural services in Heilongjiang Province.In addition,this paper adopted the fuzzy comprehensive evaluation method to analyze the results of the public satisfaction of public cultural service in Heilongjiang Province,in order to better reflect the public satisfaction of public cultural service in Heilongjiang Province.Finally,based on the analysis of results of public cultural service satisfaction in Heilongjiang province,this paper found out the public cultural service construction in Heilongjiang province has some problems,including the unreasonable resource allocation;the weak service innovation consciousness and ability;the absence of facility maintenance;the mismatching between needs and investment of public cultural service;the shortage of high-quality worker and the low degree of equalization.As a result,this paper put forward some strageties to increase the public satisfaction of public cultural services in Heilongjiang Province.Those are building a service-oriented government to meet public needs;paying more attention to the construction and maintenance of public cultural facilities to accurately connect with public demands;optimizing the working model to guide public participation;building a long-term mechanism for public cultural services and a high-quality workers team to improve government credibility.