基于游客满意度视角的智慧景区服务质量提升研究

Service Improvement of Smart Scenic Spot Based on Tourist Satisfaction

基于游客满意视角建立智慧景区服务质量评价指标体系,以大连金石滩国家旅游度假区为研究对象,运用统计分析法对景区服务质量进行研究。研究发现:智慧化建设对景区游客满意度影响显著,游客对服务的有形性满意度最高,对服务的可靠性和保证性满意度次之,对服务的反应性和移情性满意度最低。服务的可靠性与保证性相关性最大,服务的有形性与保证性相关性最小。游客的特征不同,对景区服务质量满意度亦存在一定差异。鉴于此,应以游客需求为核心,完善景区智慧项目建设,同时加强智慧旅游信息方面的服务。

This paper takes Dalian Jinshitan National Tourism Resort as the research object to study the service quality of the scenic spot by means of statistical analysis after constructing the service quality evaluation index system based on tourist satisfaction.It is found that smart construction of the scenic spots has a significant impact on the satisfaction of tourists.Tourists’satisfaction with tangible service is the highest which is followed by the satisfaction with reliability and assurance of service,and satisfaction with responsiveness and empathy of service is the lowest;correlation between service reliability and assurance is most significant,while that between service tangibility and assurance is the least;tourist characteristics also affects satisfaction with service quality in different ways.Consequently,it is suggested to focus on the needs of tourists to improve the construction of smart projects in the scenic spot and strengthen services concerning the smart tourism information.