Public satisfaction with cultural services in Zhoushan Archipelago: an ACSI-based analysis and land-sea governance

Archipelago cities situated within critical land-sea interfaces are facing distinct challenges in delivering equitable public services, essential for fostering sustainable coastal communities. This study investigates public satisfaction with cultural services in Zhoushan, China, to understand how geographic fragmentation shapes citizen evaluations and informs land-sea governance. Drawing on a modified American Customer Satisfaction Index (ACSI) model, we analyze 1,028 survey responses using structural equation modeling. Results reveal that public expectations significantly enhance perceived quality, while satisfaction reduces complaint behavior and strengthens loyalty. Expectations demonstrate a positive aggregate relationship with satisfaction, suggesting assimilation effects in contexts of visible service improvement. Spatial analysis uncovers pronounced core-periphery disparities attributable to accessibility barriers, resource diffusion asymmetries, and demographic filtering. Based on these findings, we propose four policy pathways: operationalizing polycentric networks through connectivity investments, embedding cultural services within marine spatial planning, advancing digital inclusion strategies, and institutionalizing participatory governance. This study concludes that optimizing public cultural services is a foundational investment in the social infrastructure necessary for effective land-sea governance in dynamic coastal systems.