传统旅游城市入境游客满意度评价及其期望-感知特征差异分析--以西安欧美游客为例

入境旅游是衡量一个国家或地区旅游实力和开放程度的重要指示器.本文选取西安欧美客源为研究对象,基于期望差异模型、花费-收获模型、服务绩效模型和标准模型对游客满意度做出测定和比较,并运用合图法(co-plot)分析西安欧美游客的期望和实际感知特点.结果发现:①期望差异和花费--收获模式与总体满意度显著相关,推荐率与游客满意度高度正相关,而重游意向与满意度联系不大.②根据游客期望和实际感知及两者差异值,西安旅游的相关指标分成八类,间接反映了西安旅游业发展特点.③西安欧美游客和国内游客对旅游六要素表现出不同的评价和满意度.最后提出了本文研究不足及今后研究中应弥补之处.

An Analysis on the Expectation- perceived Performance and Satisfaction of Inbound Tourists in Traditional Tourist Cities--A Case Study of Xi'an Western Tourists

The development of inbound tourism is an important indicator of the strength of tourism industry and the degree of open.In this paper,with the western tourists to Xi'an as research object,the overall satisfaction of tourists and the satisfaction based on four different models,i.e.,models of expectation/disconfirmation,equity,norm and perceived overall performance,are compared respectively.And then with expectation/disconfirmation model,the differences between expectation and perceived performance of tourists are analyzed.The results show that the satisfaction level with expectation/disconfirmation and equity model are highly correlated with general tourist satisfaction,recommendation to others is positively related to tourist satisfaction,while repeat visit not.According to the scores of expectation and performance and the gap between them,attributes on tourism are classified into eight groups by co-plot method and some characteristics about tourism can be obtained.What's more,the western tourists and domestic tourists have different judgment and satisfaction with the basic element of tourism.In the end,the insufficiency of this study is put forward and recommendations on the future study are also given.