基于IPA分析法的旅游购物满意度分析——以西安为例

An Investigation of Tourist Shopping Satisfaction on the Base of IPA Analysis Method——in the case of Xi'an

在讨论旅游购物和顾客满意度的概念基础上,对西安旅游市场判定游客购物满意度的指标体系给予设定,进行问卷调查搜集数据后,运用IPA分析法,对满意度进行分析,从不同的归类里得出西安旅游市场上存在的购物问题,根据这些结论找出游客购物期望和实际满意度的差距,并提出改善和提高西安旅游购物市场的相应措施,以促进购物市场的繁荣和发展。

On the base of a discussion on the concepts of tourist shopping and customer satisfaction,this article set the index system for Xi＇an tourism market to evaluate the tourist satisfaction,conducted questionnaire-based surveys,collected data,and analyzed the satisfaction through the IPA analysis method.From different categories,the article finds out the problem with Xi＇an tourism market,finds out the differences between the tourist expectance and satisfaction, and points out corresponding measures to improve Xi＇an tourism market,so as to promote the prosperity and development of shopping market.