摘要
游客满意度研究是当前旅游学界关注的热点领域,准确测评游客满意度是改进游客满意水平、提升旅游地竞争力的基础,满意度测评一直是游客满意度研究的关键。本文在梳理国内外相关文献,分析游客满意度的内涵基础上,提出游客满意度测评研究主要集中在测评指标体系、测评模型和测评方法三个方面。其中,游客满意度测度指标体系是建立在游客满意度影响因素及其特征分析的基础上;测评模型是以顾客满意度指数(ACSI)测评模型和以服务质量的测评模型(SERVQUAL)为基础的游客满意度测评模型;测评方法主要有灰色关联分析法、模糊综合评价法和IPA(Importance-Performance Analysis)分析法等。通过评析上述研究成果的不足,结合相关学科的理论和方法,展望了未来游客满意度测评的研究方向。
The study of tourist satisfaction is a hotspot focused on by academic circles. Precise evaluation of tourist satis- faction is the foundation of improving tourist satisfaction level and promoting tourism competitiveness, and so, tourist satisfac- tion evaluation research is the key to tourist satisfaction. Based on reviews and analyses of related literature, this paper showed that the tourist satisfaction evaluation includes tourist＇s satisfaction evaluation index, satisfaction evaluation model and satisfac- tion evaluation methods. Tourist satisfaction evaluation index system construction are based on affecting factors and characteris- tic analyses on tourist satisfaction; tourist satisfaction evaluation model are based on ACSI （ American customer satisfaction in- dex） and SERVQUAL （Service Quality） evaluation models; tourist satisfaction evaluation methods include Grey correlation e- valuation, Fuzzy comprehensive evaluation and IPA （ Importance-Performance Analysis）. Through evaluating the related re- search and finding the deficiency of current study, and considering related subject＇s theory and methods, we put forward sugges- tions and expectations for future research in the field of tourist satisfaction evaluation.
出处
《浙江工商大学学报》
2012年第6期48-55,共8页
Journal of Zhejiang Gongshang University
基金
教育部人文社会科学研究规划基金"基于游客感知的主题公园品牌转化行为-长三角主题公园实证研究"(11YJAZH017)
杭州市哲学社会科学规划课题(B11GL08
A12YJ04)
浙江省教育厅项目(Y201223142)
浙江工商大学2012年度校级重点项目
