基于IPA法的传统型景区游客满意度评价——以琅琊山景区为例

发布时间：2018-02-26 04:31

本文关键词： 传统型景区游客满意度 IPA法琅琊山景区　出处：《地域研究与开发》2017年04期 　论文类型：期刊论文

【摘要】：游客满意度评价对景区规划、建设和管理很重要。结合文献分析与德尔菲法,构建了传统型景区游客满意度评价指标体系,并以琅琊山景区为例采用IPA模型进行案例分析。结果表明:琅琊山景区7个要素测度层——资源特色、景区环境、景区产品、景区交通、景区服务、景区设施、景区价格及30项因子测度指标感知均值都为满意度重要性,游后感知实绩(满意度)全低于游前期望(重要性);IPA矩阵分析30项因子分布为:优势区域6项、修补区域4项、机会区域15项、维持区域5项,游后满意度(实绩)与游前重要性(期望)感知评价"双高项"占20.0%,"双低项"占50.0%。总体上游客期望值较高而满意度不高,各评价因子的满意度评价差异较大,景区需提升产品与服务。
[Abstract]:The evaluation of tourist satisfaction is very important to the planning, construction and management of scenic spots. Based on the literature analysis and Delphi method, a traditional evaluation index system of tourist satisfaction is constructed. Taking Langya Mountain Scenic area as an example, the IPA model is used to analyze the case. The result shows that: Langya Mountain Scenic area measures seven elements: resource characteristics, scenic environment, scenic products, scenic traffic, scenic service, scenic facilities, etc. Scenic spot price and the average perception of 30 factor measures were all important for satisfaction, and the perceived performance (satisfaction) after tour was all lower than that of pre-tour expectation (importance / IPA matrix analysis of 30 factors distributed as: dominant region 6 items, repair area 4 items). Opportunity area 15 items, maintenance area 5 items, post-tour satisfaction (performance) and pre-tour importance (expectation) perception evaluation "double high item" accounted for 20.0, "double low item" accounted for 50.0 points. The degree of satisfaction of each evaluation factor is different greatly, the scenic spot needs to promote the product and service.
【作者单位】：滁州学院地理信息与旅游学院;陕西师范大学旅游与环境学院;
【基金】：国家社会科学基金项目(12BJY1312) 安徽省人文社会科学重点项目(SK2014A338) 安徽省质量工程项目(2015zy064,2015sjjd065) 安徽省人文社科重点研究基地一般项目(SK2015B21)
【分类号】：F592.7

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