服务质量、障碍感知、体验价值与旅游行为意图的关系研究——基于青少年视觉障碍者的实证

On the Relationship Between Service Quality,Perceived Barriers,Experience Value and Behavior Intention:An Empirical Study on Visually Impaired Travelers

视觉障碍者在障碍感知和旅游行为意图等方面与肢体残障者有较大差异,但是相关研究忽视了二者之间的区别。选择青少年视觉障碍者作为调查对象,在文献梳理的基础上结合访谈构建了调查量表,将服务质量、障碍感知、体验价值及旅游行为意图纳入一个整体逻辑框架,利用结构方程模型分析四者之间的互动影响机制。结果表明:视觉障碍者在服务质量、障碍感知与体验价值这三个要素的需求方面具有特殊性;服务质量对障碍感知具有显著的负向影响,对体验价值具有显著的正向影响;障碍感知对体验价值具有显著的负向影响;体验价值对行为意图具有显著的正向影响;服务质量和障碍感知均通过体验价值的中介作用对旅游行为意图产生显著的间接影响。相关研究结果对于为视觉障碍者提供更好的旅游服务具有决策参考价值。

Visually impaired persons are quite different from physically disabled persons in terms of obstacle perception and travel behavior intentions.However,related studies have mixed visually impaired persons and physically disabled persons as research objects,ignoring the difference between the two.The paper selects young visually impaired persons as the survey object,and constructs a survey scale based on the literature review and interviews.The service quality,obstacle perception,experience value and tourist behavior intention are incorporated into a holistic logical framework,and the structural equation model is used to analyze the four interaction mechanism among participants.The results show that visually impaired persons have particularity in the three elements of service quality,obstacle perception and experience value;service quality has a significant negative impact on obstacle perception and a significant positive impact on experience value;obstacle perception has a significant negative impact on experience value;experience value has a significant positive impact on behavior intention;service quality and barrier perception both have a significant indirect impact on tourism behavior intention through the mediating effect of experience value.Relevant research results have decision-making reference value for providing better tourism services for the visually impaired.