摘要
随着城市休闲化发展渐成趋势,休闲满意度日益成为衡量城市发展潜力的重要内容。本文将美国顾客满意度模型(ACSI)的概念框架应用于城市休闲满意度研究。通过重新梳理城市休闲要素,构建了城市休闲满意度测评指标体系,并基于北京市休闲满意度调查数据,运用基于均方差的客观赋权法及IPA法对游客、居民两大休闲主体的城市休闲满意度水平、机理及其影响因素进行综合性测评与对比分析。研究结果如下:①北京市游客休闲满意度指数为3.9016,居民休闲满意度指数为3.6616,仍具有较大的提升空间。②休闲感知质量是影响休闲满意度的主要准则层因素,食购娱休闲活动、休闲服务水平因素对休闲满意度具有显著影响,空气质量、气候舒适度、不推荐、向他人抱怨、向有关部门投诉等指标均对休闲满意度解释力较大,休闲消费性价比、休闲消费物超所值均较为重要。③游客与居民休闲满意度存在一定的差异:居民认为城市休闲氛围、人员服务水平、交通便利程度会显著影响满意度,对休闲体验总体满意度、休闲实际体验休闲感知与理想的差异、再次休闲意愿等评价较低;而游客更为关注城市的旅游设施与服务以及城市休闲环境氛围,对城市旅游景观质量、休闲活动体验预期评价较低。本文有助于构建城市休闲满意度测评模型,为提升城市休闲体验质量提供依据。
This study followed the conceptual framework of the American Customer Satisfaction Index(ACSI) and applied it to urban leisure satisfaction research. The urban leisure elements were reorganized, and an improved system of urban leisure satisfaction evaluation index system was established for the study area. Based on the survey data of leisure satisfaction of tourists and residents in Beijing, objective weighting based on mean square error and interpretative phenomenological analysis(IPA) methods was used to analyze the leisure satisfaction level, mechanism, and influencing factors for tourists and residents. The results were compared to comprehensively understand the perception of urban leisure experience of different leisure subjects in order to provide a basis for improving urban leisure satisfaction. The results are as follows:(1) The leisure satisfaction index value of Beijing tourists was 3.9016, and the leisure satisfaction index value of residents was 3.6616, which is slightly lower than that of tourists but both are at a medium to high level of satisfaction and still have room for improvement.(2) Perceived quality of leisure activities was the main influencing factor of leisure satisfaction. Food and beverage, entertainment and leisure activities, and leisure service level had a significant impact. Air quality, climate comfort,less recommendation to others, complaints to others, and complaints to related government authorities all affected leisure satisfaction. Leisure consumption price and leisure consumption goods with excellent value for money were relatively important.(3) There was a certain difference in leisure satisfaction between tourists and residents. The resident samples believed that urban leisure atmosphere, service level and support of personnel, and transportation convenience also significantly affect satisfaction. Residents showed lower overall satisfaction with leisure experience, worse actual experience of leisure compared to previous and ideal leisure experiences,and lower willingness to
作者
吕宁
吴新芳
韩霄
赵亚茹
LYU Ning;WU Xinfang;HAN Xiao;ZHAO Yaru(School of Tourism Sciences, Beijing International Studies University, Beijing 100024, China;Research Center of Beijing Tourism Development, Beijing 100024, China)
出处
《资源科学》
CSSCI
CSCD
北大核心
2019年第5期967-979,共13页
Resources Science
基金
北京市哲学社会科学规划项目(545001/003)
