影响游客满意度的民族地区客栈服务场景分析——以拉萨市客栈为例

An Analysis of Minority Area Inns Servicescape Influencing Tourists' Satisfaction:Take Lhasa's Inns as Examples

文章整合现有的服务场景概念以及体现文化本真的本真氛围概念,测量民族地区客栈语境下的服务场景对游客入住满意度的影响。数据分析结果显示,以拉萨市的客栈为例,服务场景包括物理服务场景、社会服务场景和本真氛围三个维度,且三个维度分别对游客的入住满意度有显著的积极影响。

The purpose of this research is to integ rate the current servicescape and authentic atmospherics concept,and it analyzes its influence on customer ＇s satisfaction by contextual servicescape of inns in minority areas. As is shown in the data analysis,servicescape includes three dimensions,physical servicescape,social servicescape and authentic atmosphere,which will have significant influence upon customers ＇satisfaction respectively. This study will have practical value on the planning and design of inns in minority areas.