基于模糊综合评价法的商洛旅游业顾客满意度研究

Research on Customer Satisfaction of Shangluo Tourism Based on Fuzzy Comprehensive Evaluation Method

近几年国家不断评选旅游城市、美丽乡村、特色小镇等项目工程,目的是提高各省市旅游事业,提升城市经济收入水平,因此旅游业成为一个城市经济增长的主要途径。论文以陕西省商洛旅游业为例来研究顾客满意度,通过问卷调查搜集有关数据,构建了商洛旅游业满意度体系及因子权重值,采取模糊综合评价法从旅游价值、基础设施、服务质量、管理方法四个方面分析顾客满意度,数字化方式计算顾客满意度的价值,最终商洛旅游业得到了顾客的肯定。从顾客满意度的价值来分析,探讨了今后商洛旅游业的发展与改进方向,希望商洛旅游业的发展越来越好,城市的旅游环境、服务质量、管理水平不断提升。

In recent years,the state has continuously selected the tourist cities,beautiful villages,special towns and other projects,the purpose is to improve the tourism industry in various provinces and cities to enhance the level of urban economic income,so tourism has become a major way of urban economic growth. In this paper,the Shangluo tourism industry in Shaanxi Province is taken as an example to study customer satisfaction. The data of Shangluo tourism satisfaction system and factor weight are constructed by questionnaire. The fuzzy comprehensive evaluation method is used to evaluate the tourism value,management methods of four aspects of customer satisfaction analysis,digital way to calculate the value of customer satisfaction,and ultimately Shangluo tourism has been affirmed by customers. From the value of customer satisfaction to analyze and explore the future development of Shangluo tourism and improve the direction of the hope that the development of tourism tourism is getting better and better,the city’s tourism environment,service quality,management level rising.