基于网络评论分析的游客满意度研究——以南京夫子庙游憩商业区为例  

SATISFACTION STUDY BASED ON NETWORK COMMENTS——TAKING CONFUCIUS TEMPLE RECREATIONAL BUSINESS DISTRICT IN NANJING AS AN EXAMPLE

作　　者：张芳芳[1] 吴小根[1] 洪武扬[1] 

机构地区：[1]南京大学地理与海洋科学学院,南京210093

出　　处：《山东师范大学学报（自然科学版）》2014年第2期108-112,共5页Journal of Shandong Normal University(Natural Science)

摘　　要：以南京市夫子庙游憩商业区为例,搜集大众点评网上的游客评论,采用文本分析以及专家打分法,从游览娱乐、特色小吃、购物、环境四个方面分析南京市本地居民和外地游客的关注度及满意度.结果显示外地游客与本地居民对游览娱乐、特色小吃、购物及环境四个方面的满意程度相差不大,但是关注程度有所差异.他们对游览娱乐的满意程度最高,环境最低,总体满意度高于一般水平.本地居民对购物和环境的关注度高于外地游客,而外地游客对小吃的关注度高于本地居民.游览娱乐的关注度远远高于其他几项因子.建议南京夫子庙游憩商业区今后应进一步提升旅游景区的文化内涵,改进游憩商业区的环境质量,提升特色小吃的质量以及服务水平,改善购物环境.Taking Confucius Temple Recreational Business District in Nanjing as an example,this study collected network comments from dianping.com,and used text analyzing and Delphi method to analyze the network comment in four aspects,which are sightseeing entertainment,characteristics snacks,shopping and environment.The results show that tourists and residents are in accordance in the various influence factors of the Confucius temple RBD （Recreational Business District）,but they concern the differences of the RBD.They most satisfied in entertainment and sight spot,but most dissatisfied in the environment,and the overall satisfaction is higher than the general level.Local residents awareness of shopping and environment is higher than tourist,but tourists are more concerned about snacks.Sight spot and entertainment attract the most attention of them.According to it,we suggest that the RBD should enhance cultural connotation of tourism scenic spots,improve environmental quality and the quality of the characteristic snack and service level,and make shopping environment better.

关 键 词：游憩商业区 南京夫子庙 网络评论 游客满意度 

分 类 号：F592.7[经济管理—旅游管理]