摘要
工业旅游已成为城市更新与文旅融合的重要路径,游客忠诚度对其可持续发展至关重要。文章以典型工业旅游景点“合柴1972”为案例,基于改进中国顾客满意度理论(CCSI),运用结构方程模型,分析游客忠诚驱动机制。结果显示:(1)游客期望作为工业旅游游客体验前置关键因素,它不仅通过提升游客感知质量间接影响游客感知价值与满意度,还对二者具有直接效应;在期望构成中,消费期望与工业文化体验期望影响强度高于景观期望;(2)游客感知质量对游客感知价值具有关键驱动作用,且在游客期望影响满意度的两条路径中,游客感知质量路径传导效应更突出,构成期望转化为满意的核心机制;游客感知质量中,场景服务感知在实际体验中低于工业遗产感知与工业景观感知,成为旅游景区主要提升目标;(3)游客感知质量与游客感知价值共同影响游客满意度,而游客满意度对游客忠诚具有最强的直接驱动效应。文章揭示了工业旅游场景下游客忠诚的形成机制,丰富了CCSI模型在工业旅游领域的适用性,为相关景区优化体验设计、强化游客认同提供支撑,对深化工业遗产保护与文旅高质量发展具有重要意义。
Tourist loyalty is of vital importance for the sustainable development of industrial tourism,which is now an important path for urban renewal and culture-tourism integration.Using the typical industrial tourist attraction Hechai 1972 Culture and Creativity Industry Park as a case study,based on improved Chinese Customer Satisfaction Index(CCSI)theory,and by employing the structural equation model,this paper analyzes the tourist loyalty driving mechanism.The results show that:(1)tourist expectations,a key factor affecting industrial tourists experiences before visit,not only indirectly affect perceived value and satisfaction through improving perceived quality,but also have a direct effect on both perceived value and satisfaction.Among the components of tourist expectations,consumption expectations and industrial cultural experience expectations have a higher influence intensity than landscape expectations.(2)Perceived quality is key to driving perceived value,among the two pathways through which visitor expectations influence satisfaction,the pathway mediated by perceived quality exhibits more pronounced effects,forming the core mechanism by which expectations translate into satisfaction.Within visitor perceived quality,scene service perception lags behind industrial heritage perception and industrial landscape perception in actual experiences,making it the primary target for improvement in tourist attractions.(3)Perceived quality and perceived value jointly influence tourist satisfaction that exerts the strongest and direct driving effect on loyalty.This paper reveals the formation mechanism of tourist loyalty in the context of industrial tourism,enriches the applicability of the CCSI model in the field of industrial tourism,and provides insight for industrial tourist attractions to optimize experience design and strengthen visitor recognition,and thus is of great significance for boosting the protection of industrial heritage and high-quality integration of culture and tourism.
作者
宣蔚
黄思远
Xuan Wei;Huang Siyuan(College of Architecture and Art,Hefei University of Technology,Hefei 230601,China)
出处
《中国生态旅游》
2025年第6期1242-1256,共15页
Journal of Chinese Ecotourism
基金
国家自然科学基金项目(52478050)
安徽省自然科学基金杰青项目(JZ2025AKYQ0560)
安徽省社科规划项目(AHSKY2024D011)
中央高校基本科研业务费专项资金资助(JS2024HGXJ0099)。
关键词
工业旅游
工业遗产
中国顾客满意度
游客忠诚
感知质量
感知价值
industrialtourism
industrialheritage
ChineseCustomerSatisfactionIndex
tourist loyalty
perceived quality
perceived value
