发展和完善公共文化服务体系是国家治理体系和治理能力现代化的重要内容，《中华人民共和国国民经济和社会发展第十四个五年规划和二O三五年远景目标纲要》明确将博物馆等公共文化场馆的运营与发展作为提升公共文化服务水平的重点任务。作为文博领域面向社会提供公共文化服务的主要阵地，博物馆数量从1978年的349家增长到现在的6183家，年参观人数近10亿人次，地位作用和社会影响力日渐显现。免费开放以来，经过十余年的探索与实践，体系化、标准化、更高质量、更有效率、更加公平的博物馆公共文化服务初见成效，但在总体繁荣态势下，一些博物馆仍存在千馆一面、公共文化服务供给同质化、单一化、消极化导致观众吐槽、抱怨、评价低的尴尬局面，博物馆公共文化服务供给与观众需求不匹配甚至脱节之间的矛盾依然存在，因此通过满意度调查及时了解、关注并匹配观众核心需求从而有针对性的为到馆观众提供服务、完善自身公共文化服务职能进而提升观众满意度势在必行。

       自二十世纪五十年代开放的北京市A博物馆，是我国首批国家一级博物馆，如何提供更高质量的公共文化服务水平进而提升观众满意度，展现具有自身特色的服务软实力，是该馆现在以及今后需要面对的重要课题之一。本文以北京市A博物馆为例，从新公共服务及顾客满意度理论出发，基于该馆公共文化服务供给现状，结合问卷调查、访谈等研究方法，通过构建符合自身特色的满意度模型，分析观众满意度影响因素，探讨在提供公共文化服务过程中存在的基础公共服务保障设施发展滞后、科普产品等主要公共物品缺乏精细化管理、讲解员等公共人力资源配置供给不足、数字化建设发展缓慢等问题，剖析问题本质及成因并提出优化基础文化服务保障体系建设、强化社会服务意识、建立多元化资金供给渠道、加强馆际合作交流以及打造立体式宣传矩阵等五方面对策，为优化今后公共文化服务供给从而提升观众满意度提供针对性的参考建议，以期更好健全A博物馆公共文化服务体系建设，努力实现均衡发展目标。同时借此研究为其他同类型、同规模博物馆公共文化服务的发展与完善提供建设性的参考依据，为优化我国博物馆公共文化服务体系建设提供可行思路。

     Developing and improving the public cultural service system is an important part of the modernization of the national governance system and governance capacity. The 14th Five-Year Plan for National Economic and Social Development of the People's Republic of China and the Outline of 2035 Vision Goals clearly lists the operation and development of museums and other public cultural venues as a key task to improve the level of public cultural services. The number of museums has grown from 349 in 1978 to 6,183 now, with an annual visitor number of nearly 1 billion. The status and social influence of museums are becoming more and more visible. After more than ten years of exploration and practice since its free opening, systematic, standardized, higher quality, more efficient and more equitable museum public cultural services have achieved initial results. However, under the general prosperity situation, some museums still have the awkward situation that thousands of museums are the same, and the supply of public cultural services is homogenized, single and negative, which leads to the audience's teasing, complaining and low evaluation. The contradiction between the supply of public cultural services of museums and the demands of audiences still exists. Therefore, it is imperative to timely understand, pay attention to and match the core needs of audiences through satisfaction survey so as to provide targeted services with high satisfaction for visitors and improve their own public cultural service functions so as to improve audience satisfaction.

    Beijing Museum A, which has been open since the 1950s, is one of the first national first-class museums in China. How to provide higher quality public cultural services to improve the audience's satisfaction and show the soft power of service with its own characteristics is one of the important issues that the museum needs to face now and in the future. Taking A Museum in Beijing as an example, this paper, based on the new public service and customer satisfaction theory, and based on the current supply of public cultural services in the museum, combined with research methods such as questionnaire survey and interview, builds a satisfaction model in line with its own characteristics to analyze the influencing factors of audience satisfaction. To discuss the problems existing in the process of providing public cultural services, such as the lagging development of basic public service guarantee facilities, the lack of refined management of popular science products and other major public goods, the insufficient allocation and supply of public human resources, and the slow development of digital construction. This paper analyzes the nature and causes of the problem and puts forward five countermeasures, including strengthening social service awareness, establishing diversified fund supply channels, optimizing the construction of basic cultural service guarantee system, strengthening interlibrary cooperation and communication, and creating three-dimensional propaganda matrix, so as to provide specific reference suggestions for optimizing the supply of public cultural services in the future and improving audience satisfaction. In order to improve the construction of A museum's public cultural service system, and strive to achieve the goal of balanced development. At the same time, this study provides a constructive reference basis for the development and improvement of public cultural services in other museums of the same type and scale, and provides feasible ideas for optimizing the construction of public cultural service system in Chinese museums.