摘要
根据美国顾客满意度指数模型,从游客体验、游客感知价值、游客满意度、游客忠诚度构建游客满意度结构方程模型,采用问卷调查的形式收集基础数据,对昆明游客特征和旅游特征进行了分析,并运用AMOS对昆明游客满意度进行实证研究.研究结果表明:(1)结构模型:游客体验对游客感知价值、游客满意度对游客忠诚度、游客体验和游客感知价值对游客满意度均具有正面影响,并且游客体验对游客满意度的影响更大.(2)测量模型:服务质量、服务态度、景区基础设施对游客体验有着较大影响;总体评价是游客满意度的主要影响因子;推荐意愿是游客忠诚度的重要影响因子.
A structural equation model of tourist satisfaction is built through the following four as-pects:tourist experience,tourist perceived value,tourist satisfaction,tourist loyalty,and it is based on the American customer satisfaction index model.The characters of visitors and travel for Kunming are ana-lyzed base on questionnaire survey and the AMOS.Research shows the following aspects:firstly,for the structural model,there are positive influence on tourist experience to tourist perceived value,tourist satis-faction to tourist loyalty,tourist experience and tourist perceived value to tourist satisfaction.Among them,tourist experience plays a more important role on tourist satisfaction.Secondly,for the measure-ment model,service quality,service attitude,and the scenic area of infrastructure have a great influence on tourist experience.The overall evaluation is the main factor of tourist satisfaction;recommendation in-tention is the important factor of tourist loyalty.
出处
《曲阜师范大学学报(自然科学版)》
CAS
2015年第2期67-73,共7页
Journal of Qufu Normal University(Natural Science)
基金
国家自然科学基金项目(71262016)
云南省应用基础研究项目(2011FZ044)
昆明市科学发展咨询中心项目
关键词
游客满意度
结构方程模型
潜变量
观测变量
昆明
Tourist satisfaction
structural equation model
latent variable
observational variable
Kunming