在综述国内外相关研究的基础上，基于4 062份有效样本数据，通过模型构建、变量定义、数据采集与分析并结合开放性问题的语义分析等，对中国科技馆观众满意度进行研究。主要从用户期望、服务感知、用户信任和用户抱怨等4个维度构建科技馆观众满意度模型；通过对观测变量进行探索性因子分析，提取服务内容、展品状况以及参观效果3个公因子，按照方差贡献率大小赋予每个因子不同的权重，深入分析观众需求。通过对样本数据分析，以及对开放性问题的文本分析和语义理解，为中国科学技术馆更好地提高观众满意度，有针对性地对其建设和管理提出建议及改进方向。

Based on a summary of literature review and 4,062 valid sample data collected, through model construction, variable definition, data acquisition and analysis, combined with semantic analysis of open questions, the audience satisfaction of China Science and Technology Museum is studied. The audience satisfaction model of the science and technology museum is mainly built of 4 dimensions: user expectations, service perception, user trust and user complaint; through exploratory factor analysis of the observed variables, three common factors of service content, exhibit status and visit effect are extracted. According to the variance contribution rate, each factor is given a different weight. Through data analysis of effective samples, as well as text analysis and semantic understanding of open questions, practical suggestions for the China Science and Technology Museum are provided to improve audience satisfaction.

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