基于顾客接触理论的科普公共服务满意度影响因素研究——以泉州市科普公共服务调查为例

Study on Influence Factors of Public Science Service Satisfaction Based on Customer Contact Theory——An Example of Survey in Quanzhou City

顾客接触理论,强调顾客对服务接触的时间、频率与目的会影响到其对服务的满意度。科普公共服务具有一定的专业性,只有在增进公民与科普场所的接触机会前提下,才有利于提升公民的满意度。文章在借鉴顾客感知质量PZB模型的基础上,构建出适用于评价城市科普公共服务质量的指标体系,并且利用2013年对泉州科普公共服务的抽样调查数据,抽取出"服务传递"、"服务产品"、"服务环境"三个因子,以顾客接触的时间,频率和目的为自变量,借助多元回归模型对其影响因素进行拟合。结果表明:公民接触科普公共服务的时间、频率和目的均对科普公共服务评价有显著影响,同时个人所具有的科普知识基础、收入水平和受教育程度也是重要的影响因素。

Customer contact theory,emphasizing the contact time,frequency and purpose of the service,will affect thesatisfaction of the customer. Because of the specialty of public science service, the satisfaction of citizens will be improvedonly in the condition that citizens have chance to contact the service. Based on the PZB model of customer perceivedquality,we have constructed a suitable index system for the assessment of urban public science service quality. Then we usethe data of a survey about public science service in Quanzhou city in 2013 and extract three factors of the＂service delivery＂,＂service product＂,＂service environment＂combining with the time,frequency and purpose of customer contact asthe independent variables to structure a multiple regression model. The results show that the time,frequency and purpose ofservice influence public science service satisfaction significantly and the science knowledge,the income level and educationdegree are also important influence factors.