平遥古城欧美游客旅游满意度调查研究

发布时间：2018-01-11 09:09

本文关键词：平遥古城欧美游客旅游满意度调查研究　出处：《广西大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着旅游全球化趋势的加强,旅游业的竞争日趋激烈,游客满意度高低直接影响到旅游目的地竞争力的大小,因此需要提高游客重游率、忠诚度和改善旅游业整体服务水平。微观上只有从旅游吃、住、行、游、购、娱各个方面大幅提升游客的满意度,才能使整个景区的游客满意度提高。本文以平遥古城的欧美游客为研究对象,以科学的理论为指导,运用游客满意度评价模型,从吃、住、行、游、购、娱六个方面提取影响游客满意度的关键性因子,综合运用了定量、定性分析法,问卷调查法、理论与实际相结合综合对景区进行测评,找到欧美游客对景区满意、不满意所在及原因分析,如对古城的满意体现在景区原汁原味、保存完好、工作人员热情好客等方面；而对古城不满意的地方体现在对景区游览环境不满意、景区服务人员工作效率不高、语种导游配备不足、景区内交通不便捷、旅游线路单一、景区基础设施不完备等方面。根据欧美游客的消费偏好,本文提出了景区提升满意度策略。如加强景区环境治理,开发地下停车场,治理沿街商铺环境卫生；增加投诉部门的数量；加强对景区工作人员的培训,提高职业素养；增加语种导游；加强对电瓶车的管理,进行标准化服务；推出更多的旅游线路,缓解景区容量；改善基础设施,配备团队参观使用的耳机,增加公共休息区等。希望本研究可以改善平遥古城当地旅游环境质量,改进服务与管理,提升景区游客满意度。
[Abstract]:With the strengthening of the trend of tourism globalization, the competition of tourism is becoming more and more fierce. The level of tourist satisfaction directly affects the competitiveness of tourism destination, so it is necessary to improve the rate of tourists revisiting. Only from the aspects of food, shelter, travel, shopping, shopping and entertainment, can the tourist satisfaction of the whole scenic spot be improved. In this paper, Pingyao ancient city of Europe and the United States tourists as the research object, guided by scientific theory, using the tourist satisfaction evaluation model, from eating, living, traveling, shopping. Six aspects of entertainment to extract the key factors affecting the satisfaction of tourists, comprehensive use of quantitative, qualitative analysis, questionnaire survey, theory and practice of comprehensive evaluation of scenic spots. Find the European and American tourists are satisfied with the scenic spot, dissatisfied with the place and the reason analysis, such as the ancient city of satisfaction reflected in the original scenic spot, well-preserved, staff hospitality and so on; But the dissatisfactory place to the ancient city is not satisfied with the scenic spot tour environment, the scenic area service personnel work efficiency is not high, the language tour guide is insufficient, the scenic spot transportation is not convenient, the traveling route is single. Scenic area infrastructure is not complete and so on. According to the consumption preference of European and American tourists, this paper puts forward some strategies to enhance the satisfaction degree of scenic spots, such as strengthening the environmental control of scenic spots, developing underground parking lots, and managing the environmental hygiene of shops along the street; Increase the number of complaint departments; Strengthen the training of scenic area staff, improve professional accomplishment; Increasing the number of language guides; Strengthen the management of electric car, carry on the standardization service; Introducing more tourist routes to alleviate the capacity of scenic spots; Improve infrastructure, provide headphones for team visits, add common areas, etc. It is hoped that this study can improve the quality of local tourism environment, improve service and management, and enhance tourist satisfaction in Pingyao ancient city.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.7

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