基于Tetra-class模型的游客目的地满意度属性要素分类研究——以陕西太白山国家森林公园为例  

The Categorization of Destination Attributes for Tourist Satisfaction based on Tetra-class Model:A Case Study of Taibai Mountain National Forest Park in Shaanxi

作　　者：张春晖 白凯 ZHANG Chun-hui;BAI Kai(School of Geography and Tourism Shaanxi Normal University,Xi an,Shaanxi,710119,China;Shaanxi Tourism Information Engineering Laboratory,Xi an,Shaanxi,710119,China;Shaanxi Key Laboratory of Tourism Informatics,Xi an,Shaanxi,710119,China)

机构地区：[1]陕西师范大学地理科学与旅游学院,陕西西安710119 [2]陕西省旅游信息化工程实验室,陕西西安710119 [3]陕西省旅游信息科学重点实验室,陕西西安710119

出　　处：《经济管理》2018年第5期123-140,共18页Business and Management Journal ( BMJ )

基　　金：国家自然科学基金项目"旅游流与目的地耦合:因素及模型与机制研究--六大城市入境旅游为例"(41271158);国家自然科学基金项目"西部典型城市民族宗教社区旅游移民地方融入研究"(41671144);陕西省软科学研究计划项目"基于三因素理论的陕西省森林公园游客满意度提升策略研究"(2016KRM119)

摘　　要：对影响游客满意的目的地属性要素按其贡献模式进行合理分类,是揭示游客总体满意度形成机理,提出有效改进策略的关键。鉴于传统满意度理论模型和线性对称关系假设的缺陷,本文从非对称关系角度出发,应用Tetra-class模型,以陕西太白山国家森林公园为研究对象,进行了游客满意度属性要素分类研究。主要研究结论包括:(1)森林公园旅游地各方面属性对游客总体满意度的贡献模式涵盖了Tetra-class的四种类型。近半数属性在获得消极评价或积极评价时对游客总体满意度的影响更为强劲,表明目的地变动权重属性的存在具有普遍性。(2)Tetra-class模型将市场需求特征纳入游客满意度衡量范畴,目的地属性的贡献模式类别分布能够明确反映出旅游市场的需求特征。观光旅游资源价值、工作人员服务和影响游览的各类设施是森林公园市场立足的必备条件,自然环境与景区旅游信息服务是游客明确诉求点,能够为游客带来深度体验的旅游吸引物、服务项目及其价格是创造游客惊喜的关键。(3)Tetra-class模型揭示了目的地属性重要性具有对总体满意度的影响方式和影响程度两方面内涵,弥补了以往理论忽视属性性质甄别的不足。(4)Tetra-class模型延展反映出游客满意可能是包含满意与不满两个单极维度的构念,而且可能存在没有明显不满或没有明显满意的中间状态,即"冷漠区间"。The reasonable categorization of destination attributes affecting tourists satisfaction is the key to reveal the formation mechanism of overall tourist satisfaction and propose effective improvement strategies.In view of the defects of traditional satisfaction theoretical models and linear symmetry relation hypothesis,from the perspective of asymmetric relationship,this study attempts to categorize destination attributes of Taibai Mountain National Forest Park using the Tetra-class model which hypothesizes that some destination attribute weights are performance related whereas others are not.The study demonstrates the viability of the Tetra-class model in measuring tourists satisfaction with a tourist destination.The main results of the research are as follows:①The modes of forest park destination attributes contribution to tourists overall satisfaction covers all four types of Tetra-class model.Nearly half of destination attributes have a stronger influence on the overall tourist satisfaction when they get negative evaluations or positive evaluations,indicating that the variant weight attribute of destination generally exists.②Tetra-class model incorporates market demand features into the measurement scope of tourist satisfaction.And in the empirical results of this study,the distribution pattern of destination attributes categories can clearly reflect the characteristics of tourism market demand.The value of sightseeing tourism resources,staff service,tourism facilities,sightseeing facilities,these 3 attributes are the necessary condition for forest park to survive in tourism market;natural environment and tourist information service in scenic area are the clear demand for tourists;interactive,participatory tourist attractions,services and prices that impact on the tourist s deep experience are the key to create tourist delight.③Tetra-class model reveals the complete connotation of the destination attribute importance,including destination attribute s impact way and impact degree on overall satisfaction.T

关 键 词：Tetra-class模型 游客满意 目的地属性 森林公园 陕西太白山 

分 类 号：F590[经济管理—旅游管理]