【摘要】：在智慧旅游背景下,弄清游客感知質(zhì)量與滿意度的關(guān)系及其作用機(jī)理,是提升我國游客整體滿意度,促使主題公園持續(xù)、健康發(fā)展的重要條件。本文本著游客為上的理念,以主題公園為研究對(duì)象,借鑒傳統(tǒng)主題公園游客感知質(zhì)量與滿意度測量的主要維度,開發(fā)了測量智慧旅游背景下主題公園游客感知質(zhì)量與滿意度關(guān)系的量表(六維度20個(gè)題項(xiàng)的IPSI量表),借助SPSS22.0和AMOS21.0兩種分析軟件,以游客滿意度為完全中介變量建立主題公園游客滿意度的結(jié)構(gòu)方程模型。通過發(fā)放問卷、統(tǒng)計(jì)分析、實(shí)證研究,得到的結(jié)論有:(1)該IPSI量表六個(gè)維度的因子載荷量分別為可感知性(0.80),移情性(0.78)、安全性(0.78)、智慧旅游基建水平(0.77)、可接觸性(0.75)及響應(yīng)性(0.69)。(2)智慧旅游基建水平、安全性、可感知性、移情性四個(gè)要素均對(duì)游客滿意有直接或間接影響。(3)在以Bootstrapping為中介驗(yàn)證的方法支持下,移情性、智慧基建水平與可感知性通過游客滿意這一完全中介變量對(duì)游客忠誠亦產(chǎn)生較大影響�；谏鲜鼋Y(jié)論,本文認(rèn)為主題公園要想實(shí)現(xiàn)跨越式發(fā)展,可在以下四個(gè)方面做出努力:一是要重視智慧旅游基礎(chǔ)設(shè)施建設(shè),借助電子商務(wù)平臺(tái),整合旅游六要素,了解游客一般需求,開發(fā)游客新需求,主動(dòng)走近智慧旅游,獲得全新的感知體驗(yàn);二是要從不同維度整合游客的感知體驗(yàn),通過智慧旅游平臺(tái),構(gòu)建游客感知架構(gòu)系統(tǒng);三是要重視游客滿意度和游客忠誠度的內(nèi)在關(guān)系,以新媒體搭建溝通橋梁,促進(jìn)游客滿意度的持續(xù)提升。四是要擴(kuò)大游客參與互動(dòng)體驗(yàn),完整實(shí)現(xiàn)主題公園愉悅身心的功能,在實(shí)現(xiàn)功能的同時(shí),贏得游客口碑,贏得經(jīng)濟(jì)社會(huì)效益,贏得世界聲譽(yù)。
[Abstract]:In the context of intelligent tourism, it is an important condition for the sustainable and healthy development of the theme park to make clear the relationship between tourists' perceived quality and satisfaction and its mechanism of action, which is to promote the overall satisfaction of tourists in our country and promote the sustainable and healthy development of the theme park. Based on the concept of tourists, this paper takes the theme park as the research object and draws lessons from the main dimensions of tourists' perceived quality and satisfaction measurement in traditional theme parks. A scale for measuring the relationship between perceived quality and satisfaction of tourists in theme park under the background of intelligent tourism (IPSI scale for 20 items in six dimensions) was developed. Two kinds of analysis software, SPSS22.0 and AMOS21.0, were used to measure the relationship between perceived quality and satisfaction. The structure equation model of tourist satisfaction in theme park is established with tourist satisfaction as a complete intermediary variable. The conclusions are as follows: (1) the factor loads of the six dimensions of the IPSI scale are perceptual (0.80), empathy (0.78), safety (0.78), and the following conclusions are obtained: (1) the factors of the six dimensions of the IPSI scale are perceptible (0.80), empathy (0.78), and safety (0.78), respectively. The level of intellectual tourism infrastructure (0. 77), accessibility (0. 75) and responsiveness (0. 69). (2), the level of intellectual tourism infrastructure (0. 77), safety, knowledge, The four factors of empathy have direct or indirect influence on tourist satisfaction. (3) with the support of the method of Bootstrapping as the intermediary verification, empathy has a direct or indirect effect on tourist satisfaction. The level of intellectual infrastructure and sense of understanding also have a great impact on tourist loyalty through the complete intermediary variable of tourist satisfaction. Based on the above conclusions, this paper believes that the theme park can make efforts in the following four aspects to achieve leap-forward development: first, it is necessary to pay attention to the construction of intelligent tourism infrastructure, with the help of e-commerce platform, integrate the six elements of tourism. Understand the general needs of tourists, develop new needs of tourists, take the initiative to approach intelligent tourism, and obtain a new perceptual experience; Secondly, it is necessary to integrate the tourists' perceptual experience from different dimensions and construct the tourist perception architecture system through the intelligent tourism platform. Third, we should attach importance to the internal relationship between tourist satisfaction and tourist loyalty, build bridges with new media, and promote the continuous improvement of tourist satisfaction. Fourth, it is necessary to expand the interactive experience of tourists, complete the theme park happy physical and mental functions, in the realization of the function, at the same time, to win the reputation of tourists, economic and social benefits, and win the world reputation.
【學(xué)位授予單位】：江蘇科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：F592;F274

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