基于期望差异理论的喀纳斯游客满意度评价  

Visitors'Satisfaction Evaluation in Kanas Based on the Expectation Difference Theory

作　　者：蒋梦莹 白祥 Jiang Mengying;Bai Xiang(School of Economics and Management,Xinjiang Agricultural University,Urumqi 830052,Xinjiang)

机构地区：[1]新疆农业大学经济管理学院,新疆乌鲁木齐830052

出　　处：《农业展望》2022年第2期149-154,共6页Agricultural Outlook

基　　金：新疆维吾尔自治区高校科研计划项目“新疆休闲农业发展模式优化与路径选择”(XJEDU2020SY009)。

摘　　要：随着旅游业的迅速发展,游客满意度对景区客源市场的扩张及经济效益的提升有着非常重要的影响。在期望差异理论的基础上,对2021年新疆喀纳斯景区的国内游客进行问卷调研,并根据调查结果进行了数据处理及项目分类。为了得到更加精准的研究结果,利用传统的期望差异理论模型并结合新型模型从景区资源环境、管理与服务、基础设施、餐饮住宿四大方面客观的对喀纳斯景区游客满意度的情况进行评价。研究结果表明,新疆喀纳斯景区对游客非常具有吸引力,且游客重游意愿强烈,但是期望值与体验值存在差异。为提高游客对景区的认可和保护旅游资源环境,景区的资源环境配置、硬件设施与景区工作人员的服务还需进一步优化。With the rapid development of tourism,tourist satisfaction has a very important impact on the expansion of tourist source market and the improvement of economic benefits.On the basis of expectation difference theory,a questionnaire survey was conducted on domestic tourists in Kanas scenic spot in Xinjiang in 2021,and data processing and project classification were carried out according to the survey results.In order to get more accurate research results,the traditional Expectation Difference Theoretical model and the new model were used to objectively evaluate the tourist satisfaction of Kanas scenic spot from resource environment,management and service,infrastructure,catering and accommodation.The results showed that Kanas scenic spot in Xinjiang is very attractive to tourists,and tourists have a strong desire to revisit,but there is a difference between the expectation and experience value.In order to improve the recognition of tourists to the scenic spot and protect the tourism resources and environment,the allocation of resources and environment,hardware facilities and the services of scenic staff need to be further optimized.

关 键 词：游客满意度 期望差异理论 评价 喀纳斯景区 

分 类 号：F592.7[经济管理—旅游管理]