基于IPA分析旅游公共服务的游客满意度研究——以新疆为例

近年来,旅游业发展逐渐呈现散客化和休闲化,而游客对旅游公共服务的认可将是未来旅游业持续发展的基础。因此,本文以新疆为例,通过IPA分析的手段,从游客的角度对新疆旅游公共服务进行了调查分析。结果表明:游客对旅游公共服务期望和满意之间差异显著。在此基础上,将28个子服务项目定位于IPA的四个象限中,真实地反映出新疆旅游公共服务体系的不足,提出了保持完善优势、重点改进不足、深度挖掘潜力和继续维持发展对策建议,以提升服务水平,提高游客忠诚度,增加新疆旅游公共服务的竞争力。

Research on tourist satisfaction of tourism public service based on the IPA analysis——Taking Xinjiang as an example

In recent years,the development of tourism industry gradually appears to the individual and leisure,while tourists＇ recognition of tourism public services will be the basis for the future sustainable development of tourism industry. Therefore,this article takes Xinjiang as an example,through the IPA analysis method,has conducted a survey analysis of Xinjiang tourism public service from the perspective of tourists. The results showed that,there are significant differences between the tourists＇ expectation and satisfaction of tourism public service. On this basis,28 service subprojects are located in the four quadrants of IPA,truly reflect the lack of Xinjiang tourism public service system,and puts forward counter measures of maintain perfect advantage,correct deficiencies,exploit potentialities deeply and continue to maintain the development,in order to improve service levels,enhance tourist loyalty and increase competitiveness of Xinjiang tourism public service.