旅游景区游客满意度测评体系研究

A Study on the Evaluation System of Tourist Satisfaction Degree in Tourist Areas

稳定的规模化游客流是经营性旅游景区的生命线 ,游客满意度是游客流的根本动力。本文在分析旅游景区业务流程的基础上 ,提炼了影响旅游景区游客满意度的主要因素 ,构建了测评游客满意度的指标体系 ,运用模糊综合评价法建立了测评游客满意度的数学模型 。

The steady flow of tourists on a large scale is the lifeline of the tourist area and tourist satisfaction is the fundamental motive force of the tourist flow.Based on the business operating process of the tourist area,the key factors which have impact on the tourist satisfaction are abstracted,and then the evaluation indicator system of tourist satisfaction is established.Finally,the evaluation model of tourist satisfaction is built in terms of fuzzy comprehensive evaluation so as to offer the managers a decision-making assistant to grasp the circumstances of tourist satisfaction in a tourist area exactly and entirely.