摘要
科学合理的游客满意度评价结果对改进景区开发、运营与管理等工作具有重要意义。以南京市牛首山文化旅游区作为案例地,通过问卷调查获取数据,采用IPA分析法开展游客满意度评价。结果显示:牛首山景区的总体满意度处于“比较满意”等级,具有一定的提升空间;IPA四象限分析结果表明游客对景区自然和资源条件(自然环境、宗教建筑)满意度最高,对景区的门票价格和消费价格满意度较低,对服务态度和交通条件的满意度最低。要从改善景区内外部交通条件、构建服务质量管理体系、提升产品服务性价比、完善景区配套设施管理等方面加以改进,做好景区的开发和提升。
Scientific and reasonable tourist satisfaction evaluation results are of great significance for improving the development,operation and management of scenic spots.Taking the Niushou Mountain Cultural Tourism Zone in Nanjing as a case site,questionnaire surveys were conducted to obtain data,and importance performance analysis(IPA)was employed to evaluate tourist satisfaction.Results show that the overall satisfaction level of Niushou Mountain Scenic Spot is at a“relatively satisfied”level,and there is room for improvement;the IPA four-quadrant analysis results show that tourists show the highest satisfaction with the natural and resource conditions(natural environment,religious buildings)of the scenic spot,and their satisfaction with the scenic spot ticket prices and consumer price satisfaction is low,and their satisfaction with service attitudes and traffic conditions is the lowest.It is necessary to improve the internal and external traffic conditions of the scenic area,build a service quality management system,improve the cost-effectiveness of products and services,and improve the infrastructure management of the scenic area,so as to do a good job in the development and operation of scenic spots.
作者
李天舒
曾献君
刘迪雅
林伟伟
LI Tianshu;ZENG Xianjun;LIU Diya;LIN Weiwei(School of Architecture and Urban Planning,Fujian University of Technology,Fuzhou 350118,China;National Key Laboratory for Subtropical Building Sciences,School of Architecture,South China University of Technology,Guangzhou 510641,China)
出处
《福建工程学院学报》
CAS
2021年第4期401-408,共8页
Journal of Fujian University of Technology
基金
国家自然科学基金项目(41801160)
亚热带建筑科学国家重点实验室开放基金项目(2020ZB12)。
关键词
游客满意度
IPA分析法
文化旅游区
旅游开发与管理
tourist satisfaction
IPA method
cultural tourism zone
tourism development and management
