邮轮游客船上满意度测评的指标体系与实证研究

发布时间：2018-04-03 00:34

本文选题：邮轮　切入点：邮轮旅游　出处：《统计与信息论坛》2017年10期

【摘要】：立足邮轮游客感知,基于文献分析、专家访谈、领队调研和问卷调查等方法,首先构建了邮轮船上服务与设施配备满意度的指标体系,其次以上海母港出发的国际邮轮为调查对象,对国内游客的满意度进行了综合测评,进而识别出了船上指标的期望满意差距,并据此提出相应的改进建议。研究发现,邮轮上的网络服务、洗衣服务、船上购物、教育/学习/培训课程、食品(中餐)、康体会所、图书馆、美容沙龙、商务/会议中心、游戏/比赛、酒吧和乘客交流/互动等指标与游客的期望满意差距较大,应重点关注。研究结果既可以为国际邮轮的满意度测评提供依据,又对我国本土邮轮公司运营具有一定的指导意义。
[Abstract]:Based on the perception of cruise tourists, based on literature analysis, expert interviews, team leader investigation and questionnaire survey, this paper first constructs an index system of the satisfaction degree of cruise ship service and facilities.Secondly, taking the international cruise ship set off from Shanghai's home port as the object of investigation, this paper makes a comprehensive evaluation on the satisfaction of domestic tourists, and then identifies the gap of the expected satisfaction of the ship's indicators, and puts forward corresponding suggestions for improvement accordingly.The study found that online services on cruise lines, laundry services, on-board shopping, education / study / training courses, food (Chinese food, sports clubs, libraries, beauty salons, business / convention centres, games / competitions,The gap between bar and passenger communication / interaction and tourists' expectation is big, so we should pay more attention to it.The results can not only provide a basis for the evaluation of the satisfaction of international cruise ships, but also have a certain guiding significance for the operation of local cruise companies in China.
【作者单位】：华东师范大学工商管理学院;
【基金】：国家自然科学基金面上项目《邮轮航线规划的影响因素、资源配置与优化策略研究》(71572057);国家自然科学基金青年项目《邮轮港口的腹地划分、竞争力评价与空间协同研究:理论模型与中国实证》(71202134) 上海市浦江人才计划《邮轮航线规划的指标体系、满意度测评与优化策略研究》(17PJC033) 国家旅游局旅游业青年专家培养计划(TYETP201522)
【分类号】：F552;F592

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