摘要
游客感知评价不同于一般服务业或其他行业的顾客满意度测评。按照游客参与旅游的动态体验过程,从景观质量、服务质量和环境质量三大方面构建了游客感知(Tourists’Feedback Index,TFI)评价的概念模型和含有11个测评变量37个测评指标的指标体系,提出了定量测评方法,并在武汉木兰山景区进行了实证分析。研究发现,游客感知受旅游体验全过程的影响,随游客人文特征、游览时间、游览内容和环境条件等的不同而不同。该指标体系覆盖了旅游体验的全过程,测评方法为旅游经营管理者加强旅游服务质量管理、提升产品品质具有指导意义。
The evaluation of tourists＇ perception is different from any other fields.According to tourists＇ feelings of the motion process,in terms of the quality of the view,the quality of the service and the quality of the environment,this paper structures a concept model of TFI evaluation and a system containing 11 evaluation variable plus 37 evaluation index.The paper raises the theory of quantificational evaluation,it also shows empirical analysis on Mulan Mountain in Wuhan.According to the research,TFI is affected by the whole process of traveling experience,it differs from the differences of the characteristics of humanism sights,the schedules,and the conditions of the environment,etc.This index system covers the whole process of traveling experience,which may help improve tourism management and the development of tourism.
出处
《湘潭大学学报（哲学社会科学版）》
CSSCI
北大核心
2011年第2期80-84,共5页
Journal of Xiangtan University:Philosophy And Social Sciences
基金
武汉市软科学研究项目(项目编号:200740633241-03)
关键词
游客感知
旅游体验
评价
tourists＇ perception
tourists＇ feedback
evaluation
