游客满意度监测与预警指标体系的构建  

Establishment of Tourist Satisfaction Monitoring and Warning Index System

作　　者：张晓玲[1] 王媛[1] 

机构地区：[1]南京旅游职业学院旅游管理学院,江苏南京211100

出　　处：《商业经济》2018年第10期19-20,66,共3页Business & Economy

基　　金：江苏省教育厅高校哲学社会科学基金项目:"旅游+互联网"背景下游客满意度预警系统研究(2016SJ B630067);江苏教育科学"十三五"规划课题:"互联网+"背景下高职院校教育质量预警系统研究(B-b/2016/03/38)

摘　　要：在竞争日趋激烈的旅游市场中,游客满意度已逐步成为旅游企业和政府部门最重视也是最关心的问题之一。基于相关概述,根据美国满意度ACSI模型,对江苏省旅游行业专家、高校学者、旅游企业的高层管理者通过德尔菲打分,设计了5个一级指标、23个二级指标的游客满意度监测与预警指标体系,并对问卷调查获得的数据根据数学方法确定样本数量及各个指标的权重,为进一步构建游客监测与满意度预警模型奠定基础。In the tourism market of increasingly fierce competition tourist satisfaction has gradually become one of the issues that tourism enterprises and government departments attach most importance. Based on the relevant summary, according to the satisfaction degree of ACSI model, the study grades the tourism industry experts, scholars of colleges and universities and the top managers of tourism enterprise in Jiangsu province by means of Delphi, designs the 5 primary index, 23 secondary indicators of tourist satisfaction monitoring and early warning index system, and determine the sample size and the weight of each index according to the mathematical method obtained by the questionnaire survey data, so as to further build tourists monitoring and warning model of satisfaction.

关 键 词：游客满意度 预警指标 权重 

分 类 号：F590[经济管理—旅游管理]