名人故居游客满意度测评论析——基于IPA方法

A Study on Customers Satisfaction of Celebrities——Based on IPA Theory

通过借鉴已有的游客满意度模型和测评指标体系,对江苏省淮安周恩来故居进行随机问卷调查,影响名人故居类旅游景区游客满意度有22个因子,运用IPA分析法定量化地对周恩来故居游客满意度进行实证研究。研究表明,游客对周恩来故居的满意度评价一般,尤其在名人文化体验、餐饮特色、服务态度、好客程度等方面存在问题,提高周恩来故居游客满意度可采取以下策略:进一步挖掘内涵,加强文化体验活动,提升环境满意度,并整合淮安旅游资源。

Taking the former residence of celebritiy of Zhou Enlai as a case study, the paper has drawn a two dimensions scatterplot chart of tourism expectation and experience by SPSS19.0 software with survey data obtained from a great deal of questionnaires and researched the tourism research of Dongguan Street in Yangzhou on the basis of IPA. The study showed that the connocation should be study further and culture activity should be enhanced, besides,the environ ment should be upqraded and the tourism resources should be integrated.