基于游客网络评价的景区服务品质提升策略研究——以五千年文博园为例

Research on Service Quality Promotion of Scenic Areas Based on Internet Evaluation of Tourists——Taking Culture Expo 5000y as an Example

信息量大且较为真实的网络评价为了解顾客的购后感受提供了渠道,但将其应用在景区行业的研究成果相对较少。以五千年文博园为案例景区,以携程网为网络评价来源,在分析游客点评的基础上,了解游客对景区的感知情况,明确景区在产品、服务、管理上的不足,提出相应的建议和策略,以期帮助景区提升服务品质,助益未来发展。

Internet evaluation,with large amount of true information,provides channels for understanding the customers 'purchase experience. But the research achievements of applying it in the field of scenic areas are relatively rare. Taking Culture Expo 5000 y as a case example,and Ctrip as internet evaluation resource,on the basis of analyzing the evaluation of tourists,understand the tourists' perception of it,find problems about products,service and management of Culture Expo 5000 y. Some suggestions and strategies are put forward to help to enhance the service quality of the scenic area and to help the future development.