城市旅游咨询中心游客满意度及影响因子研究——以北京旅游咨询中心为例  

Urban tourism consultancy center tourism satisfactory degree and its influence factor research——take Beijin tourism consultancy center as example

作　　者：许忠伟[1] 

机构地区：[1]北京第二外国语学院旅游管理学院,北京100024

出　　处：《特区经济》2014年第2期149-152,共4页Special Zone Economy

基　　金：北京市哲学社科规划重大项目:北京建设世界一流旅游城市研究(11ZDA09 60);国家社科基金:"十二五"时期中国遗产旅游资源管理战略研究(10BGL049)资助

摘　　要：本文以北京旅游咨询中心为例,研究影响游客对旅游咨询中心的满意度。通过因子分析法识别出3个主要因子,按影响程度从大到小依次为人员素质、服务内容和便利性,其中人员素质和服务内容对满意度有显著性影响。研究发现,游客对咨询中心总体满意度较高。满意度随学历呈倒U型,高中左右学历的游客评价最高,本地游客满意度低于外地游客。最后,提出了加强咨询中心软件建设和自我营销的建议。This essay studies on the impact factors of Tourists＇ degree of satisfaction about Tourist Information Centers.By using factor analysis method,the three most important impact factors are the follows（according to the impact extent,from large to small）：qualities of service people,the content of service and convenience.The reaearch indicates that the tourists＇ degree of satisfaction about Tourist Information Centers is relatively high. The relationship between degree of satisfaction and education background present a Inverted U.Tourists with high school graduation degree are the most satisfied.The local tourists＇ degree of satisfaction is lower than other places.In the end,the essay suggests improving software construction and self marketing.

关 键 词：旅游咨询中心 满意度 影响因子 

分 类 号：F592.7[经济管理—旅游管理]