邮轮母港游客满意度测评与提升研究——基于上海的实证分析
发布时间：2018-12-07 21:17
【摘要】：自2006年开始,中国邮轮业开始步入快速发展时期。目前,上海拥有中国大陆硬件最优良的邮轮母港,游客接待量已经跃居全球前列。然而在港区功能配备、游客在港服务等方面,上海与国际著名邮轮母港相比还存在较大差距。构建了邮轮母港的游客满意度指标体系,并对上海出发的母港游客进行了满意度测评,从而识别出了单项指标的期望满意差距,进而提出了上海母港满意度提升的对策和措施。研究结果表明,上海应着重在网络与信息服务、港区免税购物、儿童设施配备、通关安检效率、停车与人车分流、港区安全保障等方面提升游客满意度。
[Abstract]:Since 2006, China's cruise industry has entered a period of rapid development. At present, Shanghai has the most excellent cruise port in mainland China, and the number of tourists has leapt to the top in the world. However, there is still a big gap between Shanghai and the famous cruise port in terms of port function and tourist service in Hong Kong. This paper constructs the tourist satisfaction index system of the cruise home port, and evaluates the satisfaction degree of the home port tourists who set out in Shanghai, so as to identify the expectation satisfaction gap of the single index, and then puts forward the countermeasures and measures to improve the satisfaction degree of the Shanghai home port. The results show that Shanghai should focus on network and information services, duty-free shopping in Hong Kong, children's facilities, efficiency of customs clearance, parking and vehicle separation, safety and security of port area, and so on.
【作者单位】： 华东师范大学工商管理学院旅游学系;
【基金】：国家自然科学基金项目(71572057,71202134) 上海市人民政府决策咨询课题(2014-Z-J03-B) 国家旅游局旅游业青年专家培养计划项目(TYETP201522)资助~~
【分类号】：F552.7;F592.7
，
本文编号：2367887
[Abstract]:Since 2006, China's cruise industry has entered a period of rapid development. At present, Shanghai has the most excellent cruise port in mainland China, and the number of tourists has leapt to the top in the world. However, there is still a big gap between Shanghai and the famous cruise port in terms of port function and tourist service in Hong Kong. This paper constructs the tourist satisfaction index system of the cruise home port, and evaluates the satisfaction degree of the home port tourists who set out in Shanghai, so as to identify the expectation satisfaction gap of the single index, and then puts forward the countermeasures and measures to improve the satisfaction degree of the Shanghai home port. The results show that Shanghai should focus on network and information services, duty-free shopping in Hong Kong, children's facilities, efficiency of customs clearance, parking and vehicle separation, safety and security of port area, and so on.
【作者单位】： 华东师范大学工商管理学院旅游学系;
【基金】：国家自然科学基金项目(71572057,71202134) 上海市人民政府决策咨询课题(2014-Z-J03-B) 国家旅游局旅游业青年专家培养计划项目(TYETP201522)资助~~
【分类号】：F552.7;F592.7
，
本文编号：2367887
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