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  本文關(guān)鍵詞：濟南市泉水景區(qū)游客滿意度測評研究　出處：《山東師范大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 游客滿意度 泉水景區(qū) 測評 濟南市 天下第一泉

【摘要】：在當(dāng)今越來越激烈的旅游市場競爭中，向旅游者提供高質(zhì)量的產(chǎn)品和服務(wù)，提高游客的旅游體驗舒適度及滿意程度，是旅游景區(qū)獲取具有規(guī)�；胺�(wěn)定客源的前提條件，也是培育旅游景區(qū)核心競爭力的重要基礎(chǔ)。因此，開展對旅游景區(qū)游客滿意度的測評研究工作具有重要意義。 本研究結(jié)合國內(nèi)外諸多學(xué)者研究成果，針對以濟南“天下第一泉”景區(qū)為代表的濟南市泉水型景區(qū)游客滿意度進行測評研究，促使景區(qū)提供較高水準的服務(wù)，維持較高的滿意度水平，以此提高對景區(qū)吸引力，保障景區(qū)日常經(jīng)營管理的順利進行。 本研究內(nèi)容共分為六部分，具體如下：（1）緒論，主要介紹本研究的背景、研究意義及研究方法，并據(jù)此提出論文整體的研究框架。（2）理論研究，主要介紹國內(nèi)外關(guān)于游客滿意度的研究成果，梳理了關(guān)于游客滿意度、旅游景區(qū)及泉水型景區(qū)的概念及內(nèi)涵，提出了期望差異理論與ACSI模型等相關(guān)支撐理論及模型。（3）研究設(shè)計，主要提出了本研究的測評模型，并對模型路徑提出研究假設(shè)，并選取了測評游客滿意度的測評指標體系，提出了本次測評所采用的數(shù)學(xué)分析方法。（4）實證研究，設(shè)計出調(diào)查問卷并進行發(fā)放與回收，針對回收的數(shù)據(jù)結(jié)合相關(guān)統(tǒng)計工具進行描述性統(tǒng)計分析、信度分析、因子分析、相關(guān)分析及回歸分析，從而對景區(qū)總體滿意度進行測評。在此基礎(chǔ)上，對景區(qū)內(nèi)部的各個組成景區(qū)分別進行比較性測評。（5）結(jié)論與建議，主要是針對數(shù)據(jù)分析的結(jié)果進行總結(jié)，并據(jù)此向景區(qū)管理者提出相應(yīng)的管理對策與建議。（6）研究創(chuàng)新、不足及展望，主要總結(jié)本研究的主要創(chuàng)新點與局限，并為今后相關(guān)領(lǐng)域的研究提供展望。 本論文的主要研究結(jié)論為：（1）通過因子分析可以發(fā)現(xiàn)，前因變量的21項測評指標可以歸結(jié)為旅游設(shè)施、旅游環(huán)境、景區(qū)形象、旅游吸引力和旅游服務(wù)5個維度。（2）通過相關(guān)分析可以發(fā)現(xiàn)，旅游設(shè)施、旅游環(huán)境、景區(qū)形象、旅游吸引力和旅游服務(wù)與游客滿意度之間相關(guān)關(guān)系高度顯著。（3）通過回歸分析可以發(fā)現(xiàn)，旅游環(huán)境、旅游服務(wù)、景區(qū)形象等“旅游軟環(huán)境”對游客滿意度具有顯著的正向影響。（4）通過均值分析可以發(fā)現(xiàn)，景區(qū)標識、景區(qū)知名度、居民態(tài)度、旅游景觀特色、景區(qū)文化內(nèi)涵、景區(qū)安全環(huán)境等游客滿意度評價值較高，游客對景區(qū)形象最滿意。（5）通過灰色關(guān)聯(lián)度分析可以發(fā)現(xiàn)，四個組成景區(qū)各有自己的優(yōu)勢和劣勢。在上述研究結(jié)論的基礎(chǔ)上，，從旅游餐飲與購物、旅游景區(qū)擁擠度與旅游價格、旅游產(chǎn)品娛樂性及旅游服務(wù)等多方面提出改進建議和措施。
[Abstract]:In today's increasingly fierce competition in the tourism market, provide high quality products and services to the tourists and improve the tourism experience of tourists comfort and satisfaction degree, is the precondition to obtain the conditions with tourism scale and stable source, but also an important basis to cultivate tourism core competitiveness. Therefore, has important significance to carry out the research work on the evaluation of tourist satisfaction.
Many researchers at home and abroad combined with the research of the evaluation study on tourist satisfaction of Ji'nan city in Ji'nan Springs Scenic Spot "the best in all the land as the representative of the spring scenic, promote scenic area to provide higher levels of service, to maintain the level of satisfaction, in order to improve the security of the scenic attraction, scenic daily management smoothly.
This paper is divided into six parts, as follows: (1) the introduction, mainly introduces the research background, research significance and research methods, and puts forward the research framework of the whole. (2) theoretical research, mainly introduces domestic and international research on tourist satisfaction, combing the concept about tourists satisfaction, and the connotation of tourism scenic spots and spring type scenic area, put forward the expectation difference theory and ACSI model and other related supporting theories and models. (3) research and design, mainly put forward the evaluation model of this research, and put forward the hypothesis of the model path, and selected the tourist satisfaction evaluation index system, puts forward the analysis method evaluation of the mathematics. (4) empirical research, design questionnaire and release and recovery, for the recovery of data with statistical tools for descriptive statistical analysis, reliability analysis, factor analysis, Correlation analysis and regression analysis to evaluate the scenic overall satisfaction. On this basis, the various scenic spots within the scenic composition were compared test. (5) the conclusions and recommendations, is mainly based on the results of data analysis are summarized, and puts forward corresponding countermeasures and suggestions to the management of scenic spot management. (6) research and innovation, deficiency and prospect, summarizes the main innovation of this study and limitations, and for future research in related fields provide the prospect.
The main conclusions are as follows: (1) through factor analysis can be found, 21 evaluation index of antecedent variables can be attributed to the tourism facilities, tourism environment, tourism image, the 5 dimensions of tourism attraction and tourism service. (2) the correlation analysis can be found, tourism facilities, tourism environment, tourism image, correlation the relationship between tourism attraction and tourism services and tourist satisfaction is highly significant. (3) through regression analysis can be found, tourism environment, tourism services, scenic spots and other tourism image soft environment has significant positive influence on tourist satisfaction. (4) through the mean analysis can be found, the visibility of scenic spots, scenic spot identification, resident attitude tourism landscape, scenic and cultural connotation, scenic tourist satisfaction evaluation safety environment value is higher, the most satisfactory image of scenic area tourists. (5) through the analysis of gray association degree can be found, consisting of four scenic spots Each has its own advantages and disadvantages. Based on the above research conclusions, suggestions and measures are put forward from the aspects of tourism catering and shopping, tourist attractions crowding and tourism prices, tourism product entertainment and tourism services.

【學(xué)位授予單位】：山東師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F592.7

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本文編號：1360971