景区旅游厕所满意度的重要性和绩效性实证研究——以山东省4个5A级景区为例

发布时间：2018-03-08 13:43

  本文选题：旅游厕所　切入点：重要性感知　出处：《数学的实践与认识》2017年05期 　论文类型：期刊论文

【摘要】：长期以来,旅游厕所是我国旅游业最突出的薄弱环节.旅游厕所问题不仅关乎游客的切身利益,而且关乎目的地的长远发展.本研究以在趵突泉等4个旅游景区调查的575位游客为样本,利用IPA方法分析游客对旅游厕所30个评价指标的感知.结果表明:1)游客对反映旅游厕所"找得到"、"进得去"、"呆得下"的评价指标有最高的重要性感知.对旅游厕所的内饰、外观等方面的评价指标有最低的重要性感知;2)游客对旅游厕所在标识、免收费、开放时间等方面的表现有最高的绩效感知,对旅游厕所在辅助服务人性化、配套设备现代化等方面的表现满意度最低;3)如厕环境、服务残障人士等方面有高重要性但旅游厕所的实际表现不佳,是今后"厕所革命"的工作重心.研究结果有助于从游客需求的角度为我国目前正在推进的旅游厕所革命提供理论依据和实践指导.
[Abstract]:For a long time, tourist toilets have been the most prominent weak link in our country's tourism industry. The problem of tourist toilets is not only related to the vital interests of tourists, It is also related to the long-term development of the destination. This study took 575 tourists surveyed in four scenic spots, including Baotu Spring, as a sample. The IPA method is used to analyze tourists' perception of 30 evaluation indexes of tourist toilets. The results show that the tourists have the highest sense of importance to the evaluation index of reflecting the tourist toilet "find", "get in", "stay down", and have the highest sense of importance to the interior of the tourist toilet. The evaluation indicators of appearance and other aspects have the lowest sense of importance. 2) tourists have the highest performance perception in the aspects of logo, free payment, opening hours and so on, and humanize the tourist toilets in the auxiliary service. The performance satisfaction of modernization of supporting equipment is the lowest (3) the toilet environment is of great importance in serving the disabled, but the actual performance of tourist toilets is not good. The research results are helpful to provide theoretical basis and practical guidance for the tourism toilet revolution which is being promoted in our country from the point of view of tourist demand.
【作者单位】： 复旦大学工商管理博士后流动站;上海商学院酒店管理学院;复旦大学旅游学系;五邑大学经济管理学院;
【基金】：国家自然科学基金(71373054,71073029,41401153,71203162) 广东省高等学校优秀青年教师培养计划资助项目(Yq2013158) 上海市政府研究中心重点项目(旅游专项)(2015-Z-E07-A) 上海商学院上商学者项目(16-11051) 上海商学院旅游管理重点学科建设项目子课题 Australia-China Councils 2015-2016 Australian Studies Competitive Projects Program项目
【分类号】：F592;TU993
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本文编号：1584137