不同客源地游客对广州酒店业的满意度测评——基于期望-差异理论  

Satisfaction evaluation of different tourist origins to Guangzhou hotel industry, based on the Expectancy-disconfirmation theory

作　　者：欧湛颖[1] 

机构地区：[1]广州大学工商管理学院,广东广州510006

出　　处：《广州大学学报（自然科学版）》2014年第1期82-89,共8页Journal of Guangzhou University:Natural Science Edition

基　　金：2013年广州大学"青年博士社会调查"资助项目(201311qnbsshdc)

摘　　要：在整合期望差异模型、单纯感知模型、规范模型优势的基础上,建立广州市酒店行业游客满意度测评模型,克服了利用单一模型存在的理论缺陷.并在此基础上对省内游客、省外国内游客、入境游客3大客源地游客满意度进行对比分析,对不同文化背景、行为习惯的旅客特征、需求特点进行深入研究.研究结果表明,省内游客的满意度最高,入境游客最低.国内游客对于酒店的性价比要求更高,而入境游客对于酒店的个性化需求更高,但对于价格的敏感度较低.Guangzhou hotel industry develops rapidly in recent years,meanwhile,tourist satisfaction of this industry still lacks study systematically. In this paper,basing on integration of the superiorities of Expectancy-disconfirmation model,only-perception model,norm model,we establish tourist satisfaction evaluation model for the hotel industry in Guangzhou,overcoming the theoretical defects of using a single model. Then,three groups of tourists are divided： tourists-in-GD,tourists-out-of-GD and tourists overseas,and this paper compares and analyzes the tourists in different cultural backgrounds,behavior characteristics,demand characteristics. Research results show that satisfaction of touists-in-GD is the highest,satisfaction of tourists overseas is the lowest. Domestic tourists have higher cost performance requirements to the hotel and the inbound tourists pay more attention to personalized demand,but lower to the sensitivity of the price.

关 键 词：游客满意度 期望差异模型 客源地 

分 类 号：F59[经济管理—旅游管理]