保护地游客满意理论和满意度测度

Visitor Satisfaction: A New Approach to the Visitor Management of Nature & Culture Heritage Sites

进入21世纪，游客管理的新理念及其趋势是管理的整个中心由过去的“以管理人员为中心”转向“以游客为中心”，出现了游客满意的概念。文章在综合国内外研究成果的基础上提出了保护地游客满意概念，并对保护地游客满意的定义、特征、影响因素和作用进行了介绍，同时介绍了游客满意度测度SER VQUAL模型。

There is a great increase in the number of tourists visiting Nature & Culture Heritage Sites in recent years in China, which has posed the issue of how to manage the visitors in order to achieve the balance of the visitor use and resource conservation. The new tendency is becoming apparent that the focus of tourist site management is shifting from the resource-based management to visitor-based management. Based on the literature review, this paper defines the conception of visitor satisfaction, examining the features and factors of heritage sites and the roles of visitor satisfaction in Nature & Culture Heritage Sites management. Finally, A SERVQUAL measurement approach is introduced.