游客满意度分析与湿地生态旅游管理评价——以滇西北三个高原湿地为例

ANALYSIS OF TOURIST SATISFACTION DEGREE WITH ESTIMATION OF ECOTOURISM MANAGEMENT——A CASE STUDY ON THREE PLATEAU WETLANDS OF NORTHWEST YUNNAN

游客满意度应是湿地生态旅游管理成效评价指标体系中的一部分,将游客满意度调查的一些内容转换为评价指标,通过分析指标的合理性和可操作性,筛选可操作性较强的指标。研究工作以滇西北拉市海、碧塔海和纳帕海3个高原湿地为例,从游客对生态旅游资源、保护区旅游基础设施和旅游服务等3个方面着手,初步筛选了自然景观、人文景观、交通设施、游览设施、环境解译系统、餐饮设施、住宿设施、咨询服务、售票服务、投诉服务等10项指标,采用问卷调查和实地考察相结合的方法,检验初步筛选的游客满意度指标的合理性和可操作性。结果表明,游客问卷调查结果与实地调查结果吻合。10项指标中,应删除投诉服务,以信息服务代替咨询服务,其它指标合理且可行;此外,应增加环卫设施和宣教设施2项指标。

Tourist satisfaction degree is one part of evaluation index system of management effect about wetland ecotourism. The aim of this study is focused on changing the content of tourist satisfaction degrees into evaluation index. And analysis on the rationality and feasibility of indexes to chosing the better feasibility indexes. Three plateau wetlands, Lashihai, Bitahai and Napahai in northwest Yunnan, are as study instances. Firstly,ten indexes reflected tourist satisfaction degree are chosen from the three aspects of ecotourism resources,tourism infrastructure and ecotourism service, including natural landscape, human landscape,traffic facilities, sightseeing facilities, environmental interpretation system, restaurant facilities,lodging facilities, consultant services, ticket services and complaint services. Methods of questionnaire investigation and field survey are combined to testify the rationality and feasibility of indexes. The results indicated that there was a concordance between questionnaire investigation and field survey. It was also showed that the index of complaint services should be rejected while the consultant services should be replaced by information services,and other indexes were reasonable and feasible. Moreover,another two indexes, facilities for environment sanitation and facilities for propaganda ＆ education, should be supplemented.