中国国内游客满意度的内在机理和时空特征  

The Inherent Mechanism and Temporal-spatial Feature of China's Domestic Tourist Satisfaction

作　　者：何琼峰 

机构地区：[1]中国旅游研究院,北京100005

出　　处：《旅游学刊》2011年第9期45-52,共8页Tourism Tribune

基　　金：国家社科基金项目(10BGL050);国家社科基金重大招标项目(10ZD&051)资助~~

摘　　要：文章基于包含6项结构变量、21项观测变量的游客满意度结构方程模型,利用2010年50个样本城市的23531份国内游客现场调查问卷数据,结合方差分析、CF滤波分析、时间序列模型、Theil指数和Moran’s I指数等方法,全面分析旅游形象、游客预期、游客感知质量、游客感知价值、游客满意度和游客忠诚的内在机理和时空特征。研究发现:游客满意度模型的实际拟合效果较好,游客感知质量对游客满意度、游客满意度对未来忠诚度的作用效果较大;2010年全国样本城市国内游客的整体满意度指数为81.13,游客对景点、娱乐、旅游公共服务的评价较高;2010年游客满意度指数具有倒U形的季节规律,同时具有显著的正向空间集聚特征,华东地区已成为国内游客满意度较高城市的集聚区。Based on the structural equation model of tourist satisfaction including 6 structural variables and 21 observable variables and by using on-site questionare survey data from 23531 domestic tourists in 50 sample cities in 2010 and combining with the methods of ANOVA, CF filter analysis, time series model, Theil index and Moran＇ s I index, the paper comprehensively analyzes the inherent machenism and temporalspatial feature among tourism image, tourist expectation, tourist perceived quality and value, tourist satisfaction and loyalty. The study finds that the simulation result of tourist satisfaction model on actual survey data is highly acceptable, the effect of tourist satisfaction caused by perceived quality is significantly remarkable and the impact of tourist satisfaction on tourists＇ future loyalty is also greater. The overall satisfaction index of domestic tourists in 50 sample cities in 2010 is 81.13. Tourists have higher appraisal in terms of scenic spots, entertainment and tourist public service. A seasional regulation of inverted U shape appeared in tourist satisfaction index in 2010. Meanwhile, there appears significant characteristics of positive spatial concentration. Regions in East China have become urban concentration areas that win higher satisfaction among domestic tourists.

关 键 词：国内游客满意度 内在机理 时空特征 现场问卷 结构方程模型 

分 类 号：F592.7[经济管理—旅游管理]