研究結果發現，在控制知覺成本的影響下，服務品質與滿意度呈顯著正相關，且知覺價值為上述關係之部分中介變數，本研究所有的假說皆獲得支持。根據研究結果，本研究提出理論與實務上的建議。
The audience service of the National Theater and Concert Hall is diverse, complex, and critical to the success of organizational performance. However, the contribution of the service to customer satisfaction has been ignored. The purposes of this study is to investigate the effect of audience service on customer satisfaction, and the mediating effect of perceived value on the above relationship.
Using convenience sampling method, structured questionnaires are distributed to the audience who purchased tickets from the ticket counter and who attended the entire performance at the National Theater and Concert Hall. One hundred and fifty-one questionnaires were distributed, and 150 valid questionnaires were returned. The response rate is 99.9%. The SPSS statistical software was applied for descriptive analysis, Pearson’s correlations, and regression analysis.
The results showed that there is a significant positive correlation between service quality and satisfaction, while the influence of perceived cost is controlled, and the perceived value is a partial mediator variable of the above relation. All the hypotheses of this study are supported. Based on the results of the study, the study presents theoretical and practical recommendations.
