张家界旅游公共服务体系游客满意度研究

发布时间：2018-08-27 19:09

【摘要】：随着我国旅游业的大众化和常态化,旅游者对旅游公共服务体系的需求变得更加灵活和多样化。张家界市作为我国重要的旅游先行城市,对全国旅游区域有着一定的指示作用。“十二五”规划以来,张家界旅游公共服务体系建设虽取得了一定进展,但现阶段仍存在着供给不足,满足不了旅游者需求的问题,只有这些问题得以解决,才能为旅游者提供便捷和高效的旅游公共服务,才能促使张家界市旅游业更好的发展。因此,对张家界旅游公共服务体系游客满意度的研究有着重要的现实意义。本文首先通过访问张家界旅游局、张家界统计局等相关部门以及相关官方网站,了解张家界旅游公共服务五大体系建设最新动态和供给主体以及供给模式。然后,通过分析调研数据,探索张家界旅游公共服务体系的构成因子,并构建张家界旅游公共服务体系游客满意度结构模型(SEM)。最后采用IPA法对其旅游公共服务体系游客需求进行分析。最终得出以下结论：(1)张家界旅游公共服务的供给主体包括政府、企业和个人,三者以G—-M—S联动运作模式,相互合作协调。(2)张家界旅游公共服务体系包含公共信息化服务、交通便捷服务、安全保障服务、便民惠民服务和行政服务五大公因子。(3)张家界市旅游公共服务体系游客满意度受诸多因子影响,且对每个因子感知都有着一定的差异性。游客对张家界旅游公共服务体系的满意度对张家界游客总体满意度、重游意愿以及推荐意愿都有着重要影响。(4)基于IPA法分析,发现张家界市交通便捷服务、便民惠民服务和行政服务三大体系的游客期望值较高,但满意度偏低,应作为重点改进对象。特别是城市交通可到达性、公共交通便利性、道路状况、旅游集散中心建设、免门票景区、城市基础便利服务建设、游客权益保障机制、行政人员服务态度、投诉处理服务等应重点改进。(5)张家界要想从根本上优化张家界旅游公共服务体系,供给方面,要明确政府、企业、个人三大供给主体的职责,形成G-M-S联动供给长效机制。需求方面,要根据游客感知,分别对旅游公共服务五大体系提出有针对性的优化对策。
[Abstract]:With the popularization and normalization of tourism in China, tourists' demand for tourism public service system becomes more flexible and diversified. Zhangjiajie City, as an important tourist leading city in China, has a certain indicative effect on the national tourism area. Although certain progress has been made in the construction of the tourism public service system in Zhangjiajie since the 12th Five-Year Plan, at this stage there are still problems of insufficient supply, which cannot meet the needs of tourists. Only these problems can be solved. In order to provide tourists with convenient and efficient tourism public services, Zhangjiajie tourism can promote a better development. Therefore, the study on the tourist satisfaction of Zhangjiajie tourism public service system has important practical significance. This article first visits the Zhangjiajie Tourism Bureau, Zhangjiajie Bureau of Statistics and other relevant departments as well as related official websites to understand the latest developments of Zhangjiajie tourism public service construction, the supply main body and the supply mode. Then, by analyzing the investigation data, this paper explores the constituent factors of Zhangjiajie tourism public service system, and constructs the tourist satisfaction structure model (SEM). Of Zhangjiajie tourism public service system. Finally, the IPA method is used to analyze the tourist demand of tourism public service system. Finally, the following conclusions are drawn: (1) the main body of Zhangjiajie tourism public service supply includes the government, enterprises and individuals, which operate in the mode of G--M-S linkage. Mutual cooperation and coordination. (2) Zhangjiajie tourism public service system includes public information services, convenient transportation services, security services, (3) tourist satisfaction of Zhangjiajie tourism public service system is affected by many factors, and the perception of each factor is different. The satisfaction of tourists to Zhangjiajie tourism public service system has an important impact on the overall satisfaction of Zhangjiajie tourists, revisiting intention and recommendation willingness. (4) based on the analysis of IPA method, it is found that Zhangjiajie has convenient traffic service. In the three systems of convenient service and administrative service, the expectation of tourists is higher, but the satisfaction degree is low, which should be regarded as the focus of improvement. In particular, the accessibility of urban transportation, the convenience of public transport, the road conditions, the construction of tourist distribution centers, the admission free scenic spots, the construction of urban basic convenience services, the mechanism of safeguarding the rights and interests of tourists, and the service attitude of administrative personnel, (5) Zhangjiajie should fundamentally optimize the tourism public service system of Zhangjiajie, supply, the responsibility of the government, enterprises and individuals should be clearly defined, forming the long-term mechanism of G-M-S linkage supply. On the demand side, according to the tourists' perception, we should put forward the targeted optimization countermeasures to the five systems of tourism public service.
【学位授予单位】：中南林业科技大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F592.7

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