鼓浪屿智慧旅游服务顾客满意度IPA分析

An IPA Study on Tourist Satisfaction with Smart Tourist Attractions in Gulangyu

利用网络文本分析法,提取携程网3 467篇游记分享和6 967个点评中关于智慧旅游的高频特征词,从设施体验、服务体验、安全体验、环境体验4个方面构建智慧景区旅游服务质量评价指标体系,并在实地调查的基础上,对鼓浪屿的智慧旅游问题进行重要性-绩效表现分析。结果发现:设施、服务、安全和环境体验这4个维度的指标分散在不同的象限区域,游客满意度与期望度差异明显。其中,鼓浪屿景区设施体验满意度较高,服务体验和环境体验的相关方面满意度最低,这说明智慧旅游服务有较大的提升空间。建议鼓浪屿景区融合信息产业,推进智慧建设,完善服务体系,巩固安全设施,提升环境质量。

This paper made an importance-performance analysis to see how smart tourist attractions in Gulangyuis , using an evaluation index system in facilities , service, security and environment designed on high-frequencyterms about smart tourism from 3 467 travels and 6 967 comments extracted from Ctrip. The results show thatthere is a big difference between tourists＇ satisfaction and expectation about tourist service in Gulangyu, in theirexperience in facilities , service , security and environment. Facilities get the highest satisfaction and service andenvironment the lowest , indicating a fairly long way to go for Gulangyu to develop its smart destination. It isproposed that Gulangyu exploit the power of information industry to enhance smart tourism for better service ,security and environment.