城市旅游公共信息服务的游客满意度研究——基于自助游游客的调查  

Impact of Public Information Services of Urban Tourism on Tourists 'Satisfaction—Based on Surveys of Tourists' Self-servive Travel

作　　者：乔海燕[1] 

机构地区：[1]嘉兴职业技术学院,浙江嘉兴314036

出　　处：《湖南商学院学报》2015年第2期76-80,共5页Journal of Hunan Business College

摘　　要：游客满意度是衡量一个城市旅游公共信息服务好坏的重要指标之一,因此,建立满足游客满意度的城市旅游公共信息平台则显得越来越重要。通过对国内外的相关研究表明,城市旅游公共信息服务与游客满意度相关性研究并不多,尤其对于自助游游客满意度的研究。自助游游客的满意度是城市旅游发展的基础。本文通过文献分析法、问卷调查法和因子分析法,以350名选择到杭州旅游的自助游游客调查为基础,对自助游游客的感染特征和游客对杭州旅游公共信息服务的供给现状进行了调查。通过因子分析法,提取出4个城市旅游公共信息服务游客满意度评价因子——旅游基础类信息服务、旅游网络信息服务、旅游咨询信息服务和旅游解说系统服务,可以作为自助游游客评价城市旅游公共信息服务的主要因素,其中旅游基础类信息服务对自助游游客的营销作用最大,旅游解说系统服务的影响最小。研究结论一定程度上有助于城市管理者更加关注城市旅游公共信息服务的建设和游客满意度。Tourist satisfaction is one of the important indicators of the soundness of public information service of urban tourism. So, some establishments of public information platform to meet tourist satisfaction are becoming increasingly important.Through literature analysis, questionnaire and factor analysis, this study selects randomly 350 travers in Hangzhou, and does the survey based on the characteristics of self-service tourists and their attitude towards the infection status of public information services of Hangzhou Tourism supply.Through factor analysis, we extracte four evaluation factors of tourist satisfaction for public information services of urban tourism, that is, basic tourism information services, tourism network information services, and tourism commentary system services. This study to some extent helps city managers pay more attention to the construction and tourist satisfaction of public information servicesof urban tourism.

关 键 词：城市旅游公共信息服务 游客 满意度 自助游 

分 类 号：F590[经济管理—旅游管理]