文献类型：期刊文献

中文题名：郑州市旅游公共服务游客满意度测评研究

英文题名：An Evaluation on Tourist Satisfaction Degree of Tourist Public Service in Zhengzhou

作者：吕连琴[1]

第一作者：吕连琴

机构：[1]河南财经政法大学旅游与会展学院

第一机构：河南财经政法大学旅游与会展学院

年份：2016

卷号：33

期号：5

起止页码：90-95

中文期刊名：经济经纬

外文期刊名：Economic Survey

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;北大核心:【北大核心2014】；CSSCI:【CSSCI2014_2016】；

语种：中文

中文关键词：IPA分析法;旅游公共服务;游客满意度;郑州市

外文关键词：IPA Analysis; Tourism Public Services; Tourist Satisfaction Degree; Zhengzhou City

摘要：笔者通过因子分析法提取了代表旅游公共服务的6个变量因子,即旅游公共信息、旅游交通、旅游市场公共管理、旅游安全保障、旅游便民惠民和旅游要素保障,采取到旅游景区、交通站点向游客发放调查问卷的方式,统计游客对郑州市旅游公共服务及其细分指标的满意度。结果表明:旅游网络信息和旅游信息咨询等7个指标属于优势区,集中在网络信息及优惠措施方面;交通道路设施和交通信息服务等10个指标属于改进区,主要集中在交通和食宿方面;旅游重要信息发布和区域整体形象宣传等5个方面属于机会区;旅游地治安状况和安全设施与标识等4个方面属于维持区。通过分析研究,提出郑州市完善旅游公共服务体系的对策建议。
Using factor analysis and IPA analysis,the author makes a survey on the satisfaction of tourism public service system in Zhengzhou. Six variables,such as tourism public information,tourism traffic convenient,public management of tourism market,tourism safety guarantee,tourism convenience and benefit service and tourism security elements,are extracted from the 26 factors using factor analysis method. Then through the questionnaire survey to the tourists,the tourism public service satisfaction of tourists to Zhengzhou is counted,and the author analyzes the importance and satisfaction of tourists to the public service of the public service in Zhengzhou with IPA. The results shows that： the tourism network information and tourist information consulting and other 7 indicators belong to the advantages,and these focus on the network information and preferential measures; traffic road facilities and traffic information services and other 10 indicators belong to the improvement,mainly in the area of traffic and accommodation; tourism information dissemination and regional overall image promotion and other 4 aspects of the maintenance area. Through the analysis of the problem,the optimal allocation of public service resource in Zhengzhou is analyzed,and the countermeasures and suggestions for the construction of the public Service system in Zhengzhou city are put forward.