Research On The Public Culture Service Customer Satisfaction Index Model

In the current performance appraisal system of public service in Shanghai, the performance appraisal of public culture service is mainly based on the objective indicators such as infrastructure, system, management, project, etc. Although attempt has been made on the appraisal of subjective indicators, it is still not scientific or standardized. Therefore, in order to improve the standard of public culture service, with the help of foreign and domestic research findings the author constructs the public culture service satisfaction index model, or PCSSI model which is suitable to the Chinese national conditions.In this thesis, the author uses customer satisfaction, which is one of the survey tools in economy, to evaluate the service of public culture service institutions. Based on the real data from thirteen communities of a district in Shanghai, the author proves the necessity and practicality of PCSSI model, points out the limit of our current appraisal system, analyzes the antecedents and results of public culture service satisfaction, and initially establishes PCSSI model. Based on the analysis of PCSSI model, we can see that although direct negative effects are expected between recipient expectation and recipient satisfaction, recipient satisfaction and recipient complaint, as well as recipient complaint and recipient trust, all the other variables have positive direct effects on each other.Through analysis and verification, we can see that the real data fits well with the PCSSI model and all the statistics and indexes are within the allowable range. Based on the research, we can make four conclusions:First, the PCSSI model, which is a tool to research culture service satisfaction. The model fits well with real data. It can be used as a quantitative tool to measure public culture service satisfaction in Shanghai. Second, the satisfaction index: quantitative research result reflects the real situation. The multi-stress score, which is calculated through satisfaction index, is in accordance with the real situation in the community culture activity centers. Third, service contents and condition which are the core factors to improve service satisfaction. The author calculates the weight of the four common factors, namely, service contents, service condition, service channel and service effects. The weight number shows that service contents and condition are the core factors of service satisfaction. Fourth, the attitude of the service receivers, who don’t have a high expectation on the culture activity centers. They think the service quality and performance of the Chinese government is on a relatively low level on the whole, thus don’t have a high expectation on the service quality of the community culture activity centers.Through the construction of PCSSI model in this thesis, the author hopes to give advice on the service improvement of Chinese local public culture service centers, offer a new method of performance appraisal of public culture service and make contributions to construct a PCSSI model which is suitable to our national conditions.