基于单纯感知模型的游客满意度研究

如何创建令游客满意的旅游地,是旅游学者、旅游地政府和旅游从业者研究旅游地竞争力的主要目标和任务.已有研究验证了单纯感知模型要比期望差异模型更适合于游客总体满意度的测量.本文以九寨沟和庐山为例,应用独立样本t检验比较了两地游客感知之间的差异,两地逐步回归模型发现,游客总体满意度是由诸多因素共同影响的,并且不同旅游地游客总体满意度的影响因素不同.两地游客总体满意度与忠诚度之间都存在着显著的相关关系,但游客的推荐行为比重游行为对旅游地有着更为重要的意义.     

基于Fuzzy-IPA的景区游客满意度影响因素的实证研究

景区产品或服务感知不仅具有主观性和不确定性,且感知差异也不是呈离散态,而是具有连续性。传统的感知表现测量方法是采用离散的数值表示状态的转变,如满意→非常满意,表示为4→5,呈现跳跃式的转变,忽略了感知的缓冲区域。因此,本文首先依据三角模糊评价理论,采用三角模糊值表示游客的感知表现,用连续性的变化更为客观地描述游客感知表现,如满意→非常满意表示为(50,75,100)→(75,100,100);其次运用去模糊化法则,把产品或服务感知表现的三角模糊值转化为逻辑数值,结合传统的IPA,设计满意度影响因素的Fuzzy-IPA分析方法,探索景区游客满意度影响因素的关键性因素。     

乡村旅游游客感知服务质量对游客满意度的影响研究——以北京近郊乡村农家乐旅游为例

乡村旅游在我国的发展从最初的资源特色主导、农业产业主导和政府扶持主导过渡到了如今的市场主导,从一定程度上来说顺应了当前游客诉求多元化的趋势,但同时存在游客感知服务质量较低、游客个性化需求难以满足等问题,形成了乡村旅游需求高级化与乡村旅游产品初级化并存的矛盾局面,严重制约了乡村旅游的进一步发展。文章通过问卷调查及面对面访谈相结合的方法获取数据,借助相关理论将定性分析与定量分析相结合,重点对乡村旅游游客感知服务质量及游客满意度进行定量研究,并有针对性地提出乡村旅游发展策略,以期助力乡村旅游发展。     

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.     

换汤不换药?游客满意度测量的迷思

在旅游体验研究中,游客满意度一直是个重要问题,游客满意度影响积极口碑、忠诚和重访.目前,游客满意度研究主要以期望-不一致模型为基础,认为满意是期望与不一致的函数,而没有从期望-不一致模型的适用条件、旅游产品享乐消费的特点出发,考虑使用该模型测量游客满意度的效度问题.文章通过深度访谈和参与观察发现,对游客满意度的测量并不满足期望-不一致模型的前提条件,即预测性旅游期望并不总是存在.游客满意度与在场体验阶段的互动、所得收益和所做牺牲的比较、对相似产品消费经验的比较有关,而不只是表现与预测性期望相比较的结果.尽管已有研究使用其他方法测量游客满意度,但并未触及游客满意度问题的核心.研究认为,对游客满意度的测量理应测量对体验的满意度,测量旅游者的情感体验,而不只是对产品物理属性和服务质量的测量.将使用移动技术获得的实时情感数据与访谈相结合,有助于旅游目的地或企业了解旅游者在自然情境中的情感体验和满意度,进而有效地设计、管理体验,保持竞争力,实现经济效益.     

旅游演艺服务质量与游客满意度的关系研究

<正>旅游演艺作为一种新兴的旅游产品日益受到游客青睐,但目前旅游演艺服务质量参差不齐,影响了游客的观看满意度。文章旨在探讨旅游演艺服务质量与游客观看满意度的关系,通过问卷调查、实地访谈等方法,收集游客对旅游演艺服务质量的评价和观看满意度的数据。研究结果表明,旅游演艺服务质量的各个维度,如文化认知、设施环境、演艺特征、感知价值等,与游客观看满意度显著相关。未来应进一步提升旅游演艺服务质量,以提升游客的观看满意度,促进旅游演艺市场的可持续发展。     

世界遗产地内索道乘客的特征、满意度及其影响 --武陵源案例研究

世界遗产地内是否有必要建设索道等现代化交通工具，是一个富有争议的话题，本文通过游客调查时索道等设施建设是否增加游客满意度的问题进行了实证研究。结果表明：①索道来客群体特征比较明显；②大部分游客时景区内索道等享受型交通工具持欢迎态度，但同时他们也认为索道、电梯等交通工具造成的排队等候增加了景区内拥挤感，影响了游览感受；③游客时索道、电梯等客运交通工具的满意度与游客时目的地总体满意度并无显著线性关系，索道等交通工具建设并不能直接增加游客总体满意度。     

导游与游客交互质量对游客感知的影响——以游客感知风险作为中介变量的模型

导游服务质量一直是旅游服务领域中争议的焦点。文章通过构建以导游与游客交互质量的3个维度（行为、专业技能和问题解决）为前置变量、游客个人风险和非个人风险感知为中介变量、游客感知价值和满意度为结果变量的结构方程模型,尝试研究了导游人员与游客的交互质量与游客感知之间的作用机制。以530名使用过旅行社导游服务的旅游者作为样本,研究发现,通过提升导游人员的行为、专业技能和问题解决能力能够显著降低游客的个人风险感知,从而提高游客感知价值和满意度,但导游人员与游客的交互质量对游客非个人风险感知及游客非个人风险感知对游客感知价值和满意度的影响作用则相对复杂。     

乡村旅游景观认知对重游意愿的影响——基于目的地依恋和游客满意度的链式多重中介效应分析

<正>文章以广东省乡村旅游游客为研究对象,基于“认知—情感—行为”理论和自我调节态度理论,构建目的地依恋与游客满意度的链式多重中介模型,研究乡村景观认知对重游意愿的影响,使用自制量表收集数据,应用SPSS 26和AMOS 24软件对研究模型进行实证分析。结果表明：(1)乡村景观认知对重游意愿存在显著的正向影响;(2)乡村景观认知正向影响目的地依恋,目的地依恋正向影响重游意愿;(3)乡村景观认知正向影响游客满意度,游客满意度正向影响重游意愿;(4)目的地依恋和游客满意度在乡村景观认知与重游意愿之间存在链式多重中介效应。文章深入探究游客旅游行为动机和心理机制,可以为制定乡村旅游营销策略提供理论基础,有利于提高乡村旅游服务质量。     

Visitor Motivational Factors and Level of Satisfaction in Wellness Tourism: Comparison Between First-Time Visitors and Repeat Visitors

This study aims to examine the differences between visitor motivations and satisfaction between first-time visitors and return visitors to a recreation wellness tourist attraction site in South Korea. Data were collected using a questionnaire at a national arboretum and 573 samples were used for analysis. The study discovered that first-time visitor motivations were composed of four factors: “relaxation and rest”, “novelty”, “self-exploration”, and “accessibility”. The return visitor motivations were “sightseeing and experience”, “convenience for touring”, “self-exploration”, and “accessibility”. The desired outcomes motivating the visitation and level of satisfaction were different between first-time and return visitors. The results contribute practical information to managers and marketers not only of the arboretum, but also of wellness tourist attractions to improve strategic visitor management in Korea and beyond. The study strategically applies the arboretum as a competitive resource in a wellness tourism industry with strategic segmentation of visitors.     

城市周边乡村旅游市场特征研究——以长沙市周边乡村旅游为例

发展乡村旅游,对中国和谐农村的建设意义巨大.文章用问卷调查的方法收集基础数据,采用Excel软件进行分析,得出长沙市周边乡村旅游市场的总体特征.通过交叉分析得出以下结论:出游方式与总体评价上出现了明显的年龄分异;出游方式、出游频次、旅游花费上表现出职业分异色彩;同时,住宿与停留时间、出游时间与交通工具、出游时间与信息渠道、总体评价与停留天数方面出现了明显的互动关系.     

Travel Life Cycles-A Multitemporal Perspective of Changing Travel Patterns

The temporal dimensions of tourism have received little attention in tourism research. This paper discusses period, life cycle and cohort effects with respect to destination and transportation choice of German residents. Using chi-square statistics, very significant differences are discerned for all three time dimensions. This refutes the determination of the most important effect. Trend surface analysis is used to calculate the underlying main trends. This suggests that at different times the individual effects are more pronounced. Hence, the common failure to consider other time dimensions while discussing one may result in precipitant conclusions and actions.     

A Look at Modernized Family Life Cycle and Overseas Travel

The purpose of this study was to determine the vacation attributes preferred by residents of the United States when they engage in overseas travel. The sample was segmented into family life cycle stages and evaluated by segment. A modernized life cycle was used to include single parents and middle-aged couple without children and it was concluded that these two groups do represent viable market segments. They take more overseas trips on average than the other segments and they demonstrate some degree of destination loyalty.     

The evaluation of visitor experiences using the peak-end rule

ABSTRACT

As the peak-end rule suggests that the peak and the end moments are a better predictor of the overall evaluations of experiences than an average of the total experiences, the purpose of this study was to examine the role of the peak-end rule in predicting overall satisfaction with the visitors’ experiences. The data was collected from 187 visitors who participated in alleyway historical tour areas. The results of this study support for the peak-end rule of visitor experiences associated with travel and tourism behavior. The study also suggests distinct roles for the visitors’ positive experiences of enjoyment, happiness, and pleasure with the demographic variables to explain the visitor satisfaction. Additionally, the research finding implies that the visitor experiences were enhanced at the peak and end moments rather than at the most memorable episodes during the historical tour activities. Tourism practitioners may provide a range of meaningful opportunities and differentiated programs with the participants by identifying the relationships between the peak-end experience and visitor satisfaction. Future research can focus on investigating other important antecedents of individuals’ experiences, and identifying the complex nature of visitors’ perceptions and their relationships with their experiences.     

城市旅游竞争力评价初探

文章主要对城市旅游竞争力的评价进行了理论和实证研究。首先界定了城市旅游竞争力的概念,归纳了目前国内外城市旅游竞争力评价的相关研究,然后构建了评价指标体系并介绍了指标权重确定、指标量化与处理以及综合评价值测定的方法,最后选取郑州市与北京、南京、西安三个城市进行了对比实证研究。     

Tourists' perceptions of environmentally responsible innovations at tourism businesses

This paper investigates tourists' perceptions of environmentally responsible practices by tourism businesses by analyzing the attitudes of tourists toward “green” innovations in tourist places. It was hypothesized that tourists who were more strongly motivated by nature-oriented experiences would perceive environmentally responsible practices as more valuable than tourists less motivated by nature-oriented experiences. The study is based on a survey of individuals who visited the Arizona Welcome Center in northeastern Arizona and the Chamber of Commerce offices in Holbrook and Springerville, Arizona. As expected, visitors with a stronger nature orientation had more positive views of environmentally responsible practices by tourism businesses than tourists not nature-oriented. They felt such innovations are important and valuable.