导游讲解服务质量对游客满意度的影响——以槟榔谷景区为例

Influence of the Service Quality of Scenic Tour Guide on the Satisfaction of Tourists:A Case Study of the Binglanggu Scenic Area

游客对景区的感知度很大程度上取决于景区导游的服务质量,所以在旅游服务质量中导游服务质量是最敏感的标志,导游服务质量在一定程度上会影响旅游服务质量。通过研究大量相关文献并以槟榔谷景区作为研究案例,通过赴槟榔谷景区进行问卷调查,问卷一共发出130份,其中有效问卷121份,问卷有效率96%。用SPSS软件对调查结果进行相关性分析,了解游客满意度与导游讲解的知识性、趣味性和互动性之间的关系,为提升旅游文化及旅游景区导游讲解服务质量提供理论依据和实践参考。

The perceived degree of tourists to scenic spots depends to a great extent on the service quality of scenic tour guides.Therefore,the quality of tourist guides is the most sensitive indicator of tourist service quality.The quality of tourist guides will affect the quality of tourist services to some extent.A total of 130 questionnaires were sent out and 130 copies were collected.Among them,there are 121 valid questionnaires,and the questionnaire efficiency is 96%.In this paper,through the study of a large number of relevant literature and the choice of the Binglanggu scenic area.It can be concluded that the knowledge,interest and interaction of tour guides are positively correlated with tourist satisfaction,which provides theoretical basis and practical reference for improving the quality of tour guides'explanations in tourist culture and tourist attractions.