旅游公共服务设施游客满意度指数模型构建与实证研究——以杭州市为例

The Construction of the Tourism Public Facilities Tourist Satisfaction Index Model and the Empirical Research of Hangzhou

通过引入国际流行的ACSI、ECSI,构建旅游公共服务设施游客满意度指数模型(TPFTSI),并以杭州为例进行实证研究。研究发现:城市旅游公共服务设施满意度除了要受到感知质量与游客预期相比较结果影响之外,更要受到品牌形象的影响;感知质量并不能直接影响游客忠诚,只有让游客感到满意后,才能影响游客忠诚;游客对旅游公共服务抱怨能力与意识存在不足。实证研究则表明:杭州城市旅游公共服务设施建设还存在总体品质不高、供需错位、使用效率低下等问题;未来杭州需要以"东方休闲之都"城市定位为基础,加强旅游公共服务设施的品牌化建设、完善需求表达机制、推进多元化供给、优化供给结构。

The paper constructs the tourism public facilities tourist satisfaction index model （TPFTSI） by introducing internationally popular ACSI and ECSI and conducts an empirical study on Hangzhou. The study indicates that： 1. Tourists＇ satisfaction of urban tourism public facilities is influenced not only by the difference between the service received and expected, but also by the brand image; 2. The perceived quality can only influence tourists＇ loyalty after tourists approved it; 3. Tourists＇ abilities to complain about and to be conscious of tourism public facilities are poor. The empirical research reveals that： 1. Hangzhou＇s urban tourism public facilities suffer from multiple problems of quality, dislocation in supply and demand, inefficiency in usage of them, etc; 2. Based on the orientation of＂The Oriental Capital of Leisure＂, the government should strengthen its brand of tourism public facilities, perfect the mechanism of expressing demand, promot diversified supply and optimize supplying structure.