A Study on the Factors Influencing Customer Satisfaction at the National Centre for the Performing Arts
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초록
This study aims to examine the factors influencing customer satisfaction at the National Centre for the Performing Arts in China and to provide relevant suggestions for this theatre and other performing arts organizations. This study employed a questionnaire survey method to explore the factors influencing customer satisfaction at the National Centre for the Performing Arts in China. A total of 1,037 valid questionnaires were collected from the audience, with participants rating seven factors on a 7-point Likert scale. The data was then statistically analyzed to gain insights into the relationships between these factors and customer satisfaction. The findings revealed that customer expectation and performance quality significantly affect customer satisfaction, with performance quality and theater service emerging as the most influential factors. Additionally, the study confirmed that perceived value has a substantial positive impact on customer satisfaction. Furthermore, performance brand, theater service, and performance quality were found to exert a certain influence on perceived value. Our study recommends that performing arts organizations enhance customer satisfaction through targeted strategies, such as refining performance quality, personalizing theater services, building a strong brand image, and offering exclusive benefits. Implementing these data-driven approaches can increase perceived value, satisfaction, and long-term success.
Abstract
This study aims to examine the factors influencing customer satisfaction at the National Centre for the Performing Arts in China and to provide relevant suggestions for this theatre and other performing arts organizations. This study employed a questionnaire survey method to explore the factors influencing customer satisfaction at the National Centre for the Performing Arts in China. A total of 1,037 valid questionnaires were collected from the audience, with participants rating seven factors on a 7-point Likert scale. The data was then statistically analyzed to gain insights into the relationships between these factors and customer satisfaction. The findings revealed that customer expectation and performance quality significantly affect customer satisfaction, with performance quality and theater service emerging as the most influential factors. Additionally, the study confirmed that perceived value has a substantial positive impact on customer satisfaction. Furthermore, performance brand, theater service, and performance quality were found to exert a certain influence on perceived value. Our study recommends that performing arts organizations enhance customer satisfaction through targeted strategies, such as refining performance quality, personalizing theater services, building a strong brand image, and offering exclusive benefits. Implementing these data-driven approaches can increase perceived value, satisfaction, and long-term success.
참고문헌 (15)
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