旅游公共服务体系建设绩效评价——以上海市为例

Performance Evaluation on the Construction of Tourism Public Service System:Taking Shanghai as an Example

强化绩效管理、开展绩效评价是建设高质量旅游公共服务体系的重要保障。然而,我国旅游公共服务体系建设实践中存在“重建设,轻效果评价与反馈优化”的问题,造成了政府资源的低效使用。鉴于目前尚缺乏关于旅游公共服务体系建设绩效评价的研究,探索将模糊综合评价和重要性-表现分析方法应用于上述议题,通过选择我国最发达的城市旅游目的地上海,构建了以游客满意度为核心的评价指标体系,并开展了旅游公共服务体系建设绩效评价与绩效改进策略分析。结果表明:上海市旅游公共服务体系建设总绩效属于“较好”水平;旅游景区的可进入性、旅游管理部门发布旅游信息的及时性、旅游安全与应急宣传教育与培训、旅游专业救援队伍建设是当前上海市旅游公共服务体系建设亟需加强的方面。本研究为旅游目的地政府提供了旅游公共服务体系建设绩效评价的定量工具及详细案例。

Strengthening performance management and carrying out performance evaluation are important for constructing a high-quality tourism public service system.However,in the practical construction of tourism public service system in China,underlining its construction while neglecting its performance evaluation,feedback and optimization results in an inefficient use of government resources.Given the lack of research on the performance evaluation of the construction of the tourism public service system,this study explores the application of fuzzy comprehensive evaluation and importance-performance analysis to the above issues.By selecting Shanghai-the most developed tourist destination in China,an evaluation index system centered on tourist satisfaction was constructed,and performance evaluation and improvement strategies for the construction of the tourism public service system were analyzed.The results show that the overall performance of constructing Shanghai's tourism public service system was at a"good"level,but aspects such as accessibility to tourist attractions,timeliness of tourism information released by tourism management departments,tourism safety and emergency propaganda,education and training,and the construction of a professional tourism rescue team need to be strengthened urgently.This research provides a quantitative tool and detailed case for the performance evaluation of the construction of tourism public service system for tourist destination governments.