智慧旅游信息服务老年用户体验探索性研究  

Exploratory research on the elderly user experience of Smart Tourism Information Service

作　　者：施蓓琦[1,2] 瞿雯 朱璇[2] SHI Beiqi;QU Wen;ZHU Xuan(School of Tourism,Shanghai Normal University,Shanghai 201418,China;School of Tourism,Shanghai Normal University,Shanghai 200234,China)

机构地区：[1]上海旅游高等专科学校,上海201418 [2]上海师范大学旅游学院,上海200234

出　　处：《资源开发与市场》2024年第6期801-813,共13页Resource Development & Market

基　　金：国家自然科学基金项目(编号:42071177);第二批上海市高等职业教育名师工作室;上海市东方英才计划青年项目。

摘　　要：20世纪90年代以来,老年群体的规模持续扩大,人口结构老龄化已经成为中国长期的基本国情之一。随着出游经验的不断丰富,老年用户对智慧旅游信息服务提出了更高品质化和个性化的服务需求。为化解年轻社会数字供给和老龄社会发展需求之间的矛盾,聚焦“第三年龄”银发经济群体,通过定性定量相结合的方式,展示老年用户在不同出游阶段对于旅游信息服务的差异化需求。基于用户体验地图的构建,结合DEMATEL分析法提炼智慧旅游信息服务老年用户体验关键要素。研究发现:智慧旅游信息服务老年用户的情感体验主要涉及七大积极情感体验维度和六大消极情感体验维度;体验主要由可感知性、可靠性、可操作性、可理解性、可兼容性、安全性和便捷性7个关键要素构成,其中可操作性和便捷性是核心要素。Since the 1990s,the size of the elderly population has been expanding,and the aging population structure has become a long-term situation in China.With the enrichment of travel experience,elderly users prefer higher quality and personalized tourism information services.To resolve the contradiction between the digital supply of the young society and the demand for economic development in elderly society,this paper focused on silver consumers known as the“Third Age”.And this paper tried to combine qualitative and quantitative methods to demonstrate the different needs of elderly users for Smart Tourism Information Services at different stages.Based on the construction of a user experience map,this paper used the DEMATEL method to identify the key elements of the elderly user experience in Smart Tourism Information Services.The research showed that:①There were 13 dimensions of emotional experience of the elderly users in using Smart Tourism Information Services.There were 7 dimensions of positive emotional experience and 6 dimensions of negative emotional experience.The positive emotional experience dimensions of elderly users mainly included interested,excited,enthusiastic,proud,inspired,active,and attentive.The negative emotional experience of elderly users included distressed,upset,irritable,alert,afraid and nervous.The key elements for the experience of the elderly users in Smart Tourism Information Services consisted of seven major elements:Perceptibility,Reliability,Operability,Comprehensibility,Compatibility,Security and Convenience.Operability and Convenience were the core elements for enhancing the experience of elderly users in Smart Tourism Information Services.

关 键 词：智慧旅游 旅游信息服务 老年用户 用户体验地图 

分 类 号：F590.63[经济管理—旅游管理]