基于服务质量测度的游客满意度影响因素分析——以宏村为例Tourists′ Satisfaction on the Tourism Service Quality and Its Influencing Factors:A Case Study of Hongcun
李万莲;王梅;
摘要(Abstract)：
游客的满意是旅游地提高竞争力、实现旅游地持续发展的主要影响因素。基于顾客满意度感知实绩模型,从旅游服务质量要素测度入手,以皖南世界文化遗产地宏村为例,分析游客满意度情况及其主要影响因素。多元统计逐步回归分析结果表明,游客总体满意度受多因素的共同影响,其中旅游景区、导游服务、购物及餐饮等因素与宏村游客总体满意度有很强的相关性和良好的因果解释关系,宏村游客总体满意度与忠诚度(推荐意愿与重游意愿)之间的相关关系显著。
关键词(KeyWords)： 游客;满意度;旅游服务质量
基金项目(Foundation): 安徽省高校青年教师资助计划项目“安徽城乡旅游协调发展模式研究”(项目号:2008jqw059zd)
作者(Authors): 李万莲;王梅;
DOI: 10.19337/j.cnki.34-1093/f.2010.03.018
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