基于多维多层服务质量模型的景区游客态度与行为研究——以韶山景区为例  

Study on Scenic Tourists Attitudes and Behavior by Multi-dimensional Multi-layer Quality of Service Model ——Taking the Shaoshan Scenic Zone as an Example

作　　者：袁亚忠[1] 李卫飞[1] 

机构地区：[1]湘潭大学旅游管理学院,湖南湘潭411105

出　　处：《湖南财政经济学院学报》2011年第2期61-66,共6页Journal of Hunan University of Finance and Economics

基　　金：湖南省红色旅游研究基地项目"红色旅游景区服务质量管理模式创新研究"(项目编号:08LY06039)阶段性研究成果之一

摘　　要：旅游景区作为开展旅游活动的主要空间场所,其获取可持续发展竞争优势的关键是提供高质量的服务。以韶山旅游景区为例,探讨旅游景区的服务质量要素及其对游客满意和行为意向的影响。实证结果发现:旅游景区服务质量各要素对游客满意与游客行为意向均有显著的正向影响,景区管理者应加强对景区服务质量的管理,以取得景区的可持续发展。Scenic zone is the main space for tourism activities and for its sustainable development,the key to competitive advantage is to provide high quality services.This paper,taking Shaoshan tourism zone as an example,explores the scenic zone of the service quality elements and its impact on tourist satisfaction and behavioral intention effects.The empirical results found that： the elements of scenic zone service quality have significantly positive effects on tourists＇ satisfaction and behavioral intention;scenic zone manager should strengthen the management of scenic quality of service in order to achieve the sustainable development of scenic zone.

关 键 词：景区服务质量要素 游客满意 游客行为意向 

分 类 号：F590[经济管理—旅游管理]