Research On Exploring The Formation Factors Of Citizens Satisfaction To Cultural Service Facilities Satisfaction And Behavior Intention

Public cultural service facilities are important places and media for providing cultural services.In order to achieve the best effect of the public cultural service,it is necessary to evaluate the satisfaction of the public cultural service facilities.This is an effective standard to measure the performance of the government,as well as it is great significant to improve the utilization of public cultural service facilities and the management ability and efficiency level of government departments.To a certain extent,the satisfaction evaluation of public cultural service facilities can reflect the service level of public cultural service facilities.Therefore,during the experience of the public,can it be recognized by the public? Different evaluation subjects have different definition and interpretation.Due to the demand of the citizens,the service quality of public cultural service facilities is discussed.It helps to understand the real experience of citizens in public cultural service facilities,find out the formation process of citizen satisfaction,gain the key factors that influence the formation of citizen satisfaction,and get the behavior intentions of citizens under different satisfaction levels.So,it constructs a "bottom-up" process oriented feedback system of service effect and promotes the level of satisfaction.Based on literature review and preliminary interview,we established the index system of citizen satisfaction formation path index and behavioral intention(satisfaction consequence effect)index system.To explore the factors that influence citizens' satisfaction with public cultural service facilities and the consequences of citizens' behavioral intentions and put forward the corresponding theoretical models and research hypotheses.This paper takes the citizens who have experienced the public cultural service facilities in Chengdu as the research object,and obtains the questionnaire survey data by empirical research,and analyzes the data through factor analysis and structural equation modeling.The influence mechanism of citizen's expectation and service quality perception on the formation of citizen satisfaction and the behavior intention of citizen satisfaction are revealed.The results show that: citizens expect to affect their satisfaction through perceived service quality,and citizen expectation has a significant positive impact on perceivedservice quality;The perception of service quality has the greatest impact on citizen satisfaction.In terms of citizen behavior intention,satisfaction has a significant negative impact on citizen complaints,but has a significant positive impact on citizen loyalty.Besides,citizen complaints have a significant negative impact on citizen loyalty.Finally,this study puts forward specific suggestions and measures to improve the quality of cultural services and improve the satisfaction of public cultural service facilities from the perspective of citizens,public cultural services and government.