基于Kano模型的桂林乐满地景区游客体验研究

A Study on Tourism Experience in Lemandi Based on Kano Model

高质量的旅游体验是旅游企业提高竞争力必不可少的一种手段,也是景区吸引旅游者的强劲动力。文章引入顾客满意模型——Kano模型,并将这一模型运用到旅游景区游客体验的研究之中。以桂林乐满地主题乐园为例,通过问卷调查的方法,得出Kano模型的5类品质对应游客在景区的5种需求,景区需按照M>O>A>I>R的顺序开发旅游产品和服务满足游客不同需求的结论。

High-quality tourism experience is an essential strategy to improve the competitiveness of a tourism enterprise, which is also a strong motivation that attracts tourists to a scenic spot. This paper introduces Kano model of customer satisfaction, taking Lemandi theme park in Guilin as example, using the questionnaire survey method,we get the following conclusions： five kinds of quality in Kano model is corresponding to tourists＇ five different demands in scenic spots; the scenic spots should develop their products and services according to the sequence of M〉O〉A〉I〉R to meet the different needs of tourists.