游客满意度的内涵、测评及形成机理——国外相关研究综述

Connotation,Measurement and Mechanism: Review of Tourist Satisfaction

游客满意度是旅游管理学和旅游地理学的核心研究内容之一,因而一直是旅游研究的热点和重点。基于国内游客满意度研究在模型构建、研究方法方面存在的缺陷,采用文献分析的基本方法,重点从游客满意度内涵、形成机理、测评3个方面对国外研究成果进行系统的回顾和梳理。研究发现:基于期望视角的内涵构建是游客满意度内涵研究的主要方面;游客满意度的影响要素包括期望、感知价值、情感、感知质量、旅游地形象等多个方面,其单一或综合的作用形成游客满意度的复杂机理;游客满意度的测评方法及指标的选择受研究需求的影响和制约,形成多样化的评测结果;具有可比性的测评方法及结果的比较分析是未来研究的重要内容。

Tourist satisfaction is viewed to be an important criteria to measure whether a travelling experience is successful or not. It has great significance for guiding practitioners to improve product properties and enhance the competitiveness of tourism destinations. Therefore, the study of tourist satisfaction has always been a hotspot. Based on the systematic analysis of the existing western literatures on tourist satisfaction, the content was mainly divided into three parts： connotation, formation mechanism and evaluation. The findings of the paper include three aspects： first-ly , the definition of tourist satisfaction is mostly defined from the perspective of expectation, and is considered to be the comparison of expectation and the actual tourism experience. Definitions from other perspective such as social ex-change and so on are also important supplements. Secondly, factors affecting tourist satisfaction include expectation, perceived value, perceived quality, sentiment, price, destination image, tourist motivation and so on. The interaction of different factors forms different and complicated mechanism of tourist satisfaction. Thirdly, there are two types of satisfaction evaluation, that i s , overall satisfaction evaluation and evaluation of specific indicators based on satisfac-tion. The measurement of tourist satisfaction depends on the methods and indicators that are chosen out of certain study objectives. Therefore, results of tourist satisfaction measurement vary a lot, which makes the comparison be-tween different studies more difficult. In future, more comparative studies on tourist satisfaction measurement should be conducted to extend the scope of tourist satisfaction study. Several suggestions for further research were also pro-posed in the paper.