济南市泉水景区游客满意度测评研究

发布时间：2017-12-31 18:32

本文关键词：济南市泉水景区游客满意度测评研究　出处：《山东师范大学》2014年硕士论文　论文类型：学位论文

【摘要】：在当今越来越激烈的旅游市场竞争中，向旅游者提供高质量的产品和服务，提高游客的旅游体验舒适度及满意程度，是旅游景区获取具有规模化及稳定客源的前提条件，也是培育旅游景区核心竞争力的重要基础。因此，开展对旅游景区游客满意度的测评研究工作具有重要意义。本研究结合国内外诸多学者研究成果，针对以济南“天下第一泉”景区为代表的济南市泉水型景区游客满意度进行测评研究，促使景区提供较高水准的服务，维持较高的满意度水平，以此提高对景区吸引力，保障景区日常经营管理的顺利进行。本研究内容共分为六部分，具体如下：（1）绪论，主要介绍本研究的背景、研究意义及研究方法，并据此提出论文整体的研究框架。（2）理论研究，主要介绍国内外关于游客满意度的研究成果，梳理了关于游客满意度、旅游景区及泉水型景区的概念及内涵，提出了期望差异理论与ACSI模型等相关支撑理论及模型。（3）研究设计，主要提出了本研究的测评模型，并对模型路径提出研究假设，并选取了测评游客满意度的测评指标体系，提出了本次测评所采用的数学分析方法。（4）实证研究，设计出调查问卷并进行发放与回收，针对回收的数据结合相关统计工具进行描述性统计分析、信度分析、因子分析、相关分析及回归分析，从而对景区总体满意度进行测评。在此基础上，对景区内部的各个组成景区分别进行比较性测评。（5）结论与建议，主要是针对数据分析的结果进行总结，并据此向景区管理者提出相应的管理对策与建议。（6）研究创新、不足及展望，主要总结本研究的主要创新点与局限，并为今后相关领域的研究提供展望。本论文的主要研究结论为：（1）通过因子分析可以发现，前因变量的21项测评指标可以归结为旅游设施、旅游环境、景区形象、旅游吸引力和旅游服务5个维度。（2）通过相关分析可以发现，旅游设施、旅游环境、景区形象、旅游吸引力和旅游服务与游客满意度之间相关关系高度显著。（3）通过回归分析可以发现，旅游环境、旅游服务、景区形象等“旅游软环境”对游客满意度具有显著的正向影响。（4）通过均值分析可以发现，景区标识、景区知名度、居民态度、旅游景观特色、景区文化内涵、景区安全环境等游客满意度评价值较高，游客对景区形象最满意。（5）通过灰色关联度分析可以发现，四个组成景区各有自己的优势和劣势。在上述研究结论的基础上，，从旅游餐饮与购物、旅游景区拥挤度与旅游价格、旅游产品娱乐性及旅游服务等多方面提出改进建议和措施。
[Abstract]:In today's increasingly fierce competition in the tourism market, provide high quality products and services to the tourists and improve the tourism experience of tourists comfort and satisfaction degree, is the precondition to obtain the conditions with tourism scale and stable source, but also an important basis to cultivate tourism core competitiveness. Therefore, has important significance to carry out the research work on the evaluation of tourist satisfaction.
Many researchers at home and abroad combined with the research of the evaluation study on tourist satisfaction of Ji'nan city in Ji'nan Springs Scenic Spot "the best in all the land as the representative of the spring scenic, promote scenic area to provide higher levels of service, to maintain the level of satisfaction, in order to improve the security of the scenic attraction, scenic daily management smoothly.
This paper is divided into six parts, as follows: (1) the introduction, mainly introduces the research background, research significance and research methods, and puts forward the research framework of the whole. (2) theoretical research, mainly introduces domestic and international research on tourist satisfaction, combing the concept about tourists satisfaction, and the connotation of tourism scenic spots and spring type scenic area, put forward the expectation difference theory and ACSI model and other related supporting theories and models. (3) research and design, mainly put forward the evaluation model of this research, and put forward the hypothesis of the model path, and selected the tourist satisfaction evaluation index system, puts forward the analysis method evaluation of the mathematics. (4) empirical research, design questionnaire and release and recovery, for the recovery of data with statistical tools for descriptive statistical analysis, reliability analysis, factor analysis, Correlation analysis and regression analysis to evaluate the scenic overall satisfaction. On this basis, the various scenic spots within the scenic composition were compared test. (5) the conclusions and recommendations, is mainly based on the results of data analysis are summarized, and puts forward corresponding countermeasures and suggestions to the management of scenic spot management. (6) research and innovation, deficiency and prospect, summarizes the main innovation of this study and limitations, and for future research in related fields provide the prospect.
The main conclusions are as follows: (1) through factor analysis can be found, 21 evaluation index of antecedent variables can be attributed to the tourism facilities, tourism environment, tourism image, the 5 dimensions of tourism attraction and tourism service. (2) the correlation analysis can be found, tourism facilities, tourism environment, tourism image, correlation the relationship between tourism attraction and tourism services and tourist satisfaction is highly significant. (3) through regression analysis can be found, tourism environment, tourism services, scenic spots and other tourism image soft environment has significant positive influence on tourist satisfaction. (4) through the mean analysis can be found, the visibility of scenic spots, scenic spot identification, resident attitude tourism landscape, scenic and cultural connotation, scenic tourist satisfaction evaluation safety environment value is higher, the most satisfactory image of scenic area tourists. (5) through the analysis of gray association degree can be found, consisting of four scenic spots Each has its own advantages and disadvantages. Based on the above research conclusions, suggestions and measures are put forward from the aspects of tourism catering and shopping, tourist attractions crowding and tourism prices, tourism product entertainment and tourism services.

【学位授予单位】：山东师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.7

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