用户中心视角下公共文化服务质量评价研究

[目的/意义]公共文化服务质量评价是公共文化服务体系建设的重要内容，从以用户为中心的视角构建公共文化服务质量的评价模型，是对从机构视角展开的服务效能评价研究的补充。[方法/过程]以服务质量评价模型、PSQ模型和LibQUAL^+TM为基础，构建以用户为中心视角的公共文化服务质量评价模型，采用验证性因子分析和路径分析，检验量表的信度和结构效度。[结果/结论]用户对公共文化服务质量的评价由公共文化服务的有形性、透明度、关联性和适合性4个维度构成，且用户对这4个维度的感知水平对其满意度水平存在显著的正面影响，评价模型具有较好的信度、效度和拟合优度，可为后续研究和具体实践提供参考。

Empirical Study on User Evaluation of the Quality of Public Cultural Service

[Purpose/significance] The improvement of public cultural service efficiency is an important part of the construction of public cultural service system. Constructing the evaluation system of public cultural service quality from the perspective of user perception is a supplement to the existing theoretical research on service efficiency.[Method/process] Based on the principles of equalization, adaptability and the nature and characteristics of public cultural services, this study constructs a user evaluation model for the quality of public cultural services, and uses confirmatory factor analysis and path analysis to test the reliability and structural validity of the scale.[Result/conclusion] It is found that the user's evaluation of public cultural service quality consists of four dimensions:tangibility, transparency, relations and suitability, and the user's perception level of these four dimensions have a significant positive impact on their satisfaction level. The model has good reliability, validity and goodness of fit. It can provide reference for follow-up research and specific practice.