游客与居民休闲满意度指数测评与比较——以北京市为例
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摘要
随着城市休闲化发展渐成趋势,休闲满意度日益成为衡量城市发展潜力的重要内容。本文将美国顾客满意度模型(ACSI)的概念框架应用于城市休闲满意度研究。通过重新梳理城市休闲要素,构建了城市休闲满意度测评指标体系,并基于北京市休闲满意度调查数据,运用基于均方差的客观赋权法及IPA法对游客、居民两大休闲主体的城市休闲满意度水平、机理及其影响因素进行综合性测评与对比分析。研究结果如下:①北京市游客休闲满意度指数为3.9016,居民休闲满意度指数为3.6616,仍具有较大的提升空间。②休闲感知质量是影响休闲满意度的主要准则层因素,食购娱休闲活动、休闲服务水平因素对休闲满意度具有显著影响,空气质量、气候舒适度、不推荐、向他人抱怨、向有关部门投诉等指标均对休闲满意度解释力较大,休闲消费性价比、休闲消费物超所值均较为重要。③游客与居民休闲满意度存在一定的差异:居民认为城市休闲氛围、人员服务水平、交通便利程度会显著影响满意度,对休闲体验总体满意度、休闲实际体验休闲感知与理想的差异、再次休闲意愿等评价较低;而游客更为关注城市的旅游设施与服务以及城市休闲环境氛围,对城市旅游景观质量、休闲活动体验预期评价较低。本文有助于构建城市休闲满意度测评模型,为提升城市休闲体验质量提供依据。
This study followed the conceptual framework of the American Customer Satisfaction Index(ACSI) and applied it to urban leisure satisfaction research. The urban leisure elements were reorganized, and an improved system of urban leisure satisfaction evaluation index system was established for the study area. Based on the survey data of leisure satisfaction of tourists and residents in Beijing, objective weighting based on mean square error and interpretative phenomenological analysis(IPA) methods was used to analyze the leisure satisfaction level, mechanism, and influencing factors for tourists and residents. The results were compared to comprehensively understand the perception of urban leisure experience of different leisure subjects in order to provide a basis for improving urban leisure satisfaction. The results are as follows:(1) The leisure satisfaction index value of Beijing tourists was 3.9016, and the leisure satisfaction index value of residents was 3.6616, which is slightly lower than that of tourists but both are at a medium to high level of satisfaction and still have room for improvement.(2) Perceived quality of leisure activities was the main influencing factor of leisure satisfaction. Food and beverage, entertainment and leisure activities, and leisure service level had a significant impact. Air quality, climate comfort,less recommendation to others, complaints to others, and complaints to related government authorities all affected leisure satisfaction. Leisure consumption price and leisure consumption goods with excellent value for money were relatively important.(3) There was a certain difference in leisure satisfaction between tourists and residents. The resident samples believed that urban leisure atmosphere, service level and support of personnel, and transportation convenience also significantly affect satisfaction. Residents showed lower overall satisfaction with leisure experience, worse actual experience of leisure compared to previous and ideal leisure experiences,and lower willingness to consume again. Visitors paid more attention to the city's tourism facilities and services as well as urban leisure atmosphere, and their evaluation of the importance of urban tourism landscape quality and leisure activities was low. This study constructed a model of urban leisure satisfaction assessment, which may provide a basis for improving the quality of urban leisure experience.
This study followed the conceptual framework of the American Customer Satisfaction Index(ACSI) and applied it to urban leisure satisfaction research. The urban leisure elements were reorganized, and an improved system of urban leisure satisfaction evaluation index system was established for the study area. Based on the survey data of leisure satisfaction of tourists and residents in Beijing, objective weighting based on mean square error and interpretative phenomenological analysis(IPA) methods was used to analyze the leisure satisfaction level, mechanism, and influencing factors for tourists and residents. The results were compared to comprehensively understand the perception of urban leisure experience of different leisure subjects in order to provide a basis for improving urban leisure satisfaction. The results are as follows:(1) The leisure satisfaction index value of Beijing tourists was 3.9016, and the leisure satisfaction index value of residents was 3.6616, which is slightly lower than that of tourists but both are at a medium to high level of satisfaction and still have room for improvement.(2) Perceived quality of leisure activities was the main influencing factor of leisure satisfaction. Food and beverage, entertainment and leisure activities, and leisure service level had a significant impact. Air quality, climate comfort,less recommendation to others, complaints to others, and complaints to related government authorities all affected leisure satisfaction. Leisure consumption price and leisure consumption goods with excellent value for money were relatively important.(3) There was a certain difference in leisure satisfaction between tourists and residents. The resident samples believed that urban leisure atmosphere, service level and support of personnel, and transportation convenience also significantly affect satisfaction. Residents showed lower overall satisfaction with leisure experience, worse actual experience of leisure compared to previous and ideal leisure experiences,and lower willingness to consume again. Visitors paid more attention to the city's tourism facilities and services as well as urban leisure atmosphere, and their evaluation of the importance of urban tourism landscape quality and leisure activities was low. This study constructed a model of urban leisure satisfaction assessment, which may provide a basis for improving the quality of urban leisure experience.
引文
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[2]楼嘉军,徐爱萍,岳培宇.城市居民休闲活动满意度研究:上海、武汉和成都的比较分析[J].华东经济管理, 2008, 22(4):32-38.[Lou J J, Xu A P, Yue P Y. Research on inhabitants’leisure satisfaction degree:Analysis on Shanghai, Wuhan and Chengdu[J]. East China Economic Management, 2008, 22(4):32-38.]
[3]马天,李想,谢彦君.换汤不换药?游客满意度测量的迷思[J].旅游学刊, 2017, 32(6):53-63.[Ma T, Li X, Xie Y J. Old wine in new bottle? The myth of tourist satisfaction measurement[J]. Tourism Tribune, 2017, 32(6):53-63.]
[4]罗慧敏,喻忠磊,张华.文化创意型旅游地游客满意度测评及影响因子分析:以上海市田子坊、M50和红坊为例[J].资源科学, 2016, 38(2):353-363.[Luo H M, Yu Z L, Zhang H. Tourists’satisfaction and influencing factors in cultural and creative tourism destination for Tianzifang, M50 and Hongfang in Shanghai[J].Resources Science, 2016, 38(2):353-363.]
[5] Lee S, Jeon S, Kim D. The impact of tour quality and tourist satisfaction on tourist loyalty:The case of Chinese tourists in Korea[J].Tourism Management, 2011, 32(5):1115-1124.
[6] Song H Y, Veen R V D, Gang L, et al. The Hong Kong tourist satisfactionindex[J].AnnalsofTourismResearch, 2012,39(1):459-479.
[7]王群,丁祖荣,章锦河,等.旅游环境游客满意度的指数测评模型:以黄山风景区为例[J].地理研究, 2006, 25(1):171-181.[Wang Q, Ding Z R, Zhang J H, et al. Study on the model of tourist satisfaction index about tourism environment:A case study of Huangshan Mountain[J]. Geographical Research, 2006, 25(1):171-181.]
[8]“游客满意度指数”课题组.游客满意度测评体系的构建及实证研究[J].旅游学刊, 2012, 27(7):74-80.[Research Group of China Tourist Satisfaction Index. On the construction of tourist satisfaction evaluation system and its empirical study[J]. Tourism Tribune, 2012, 27(7):74-80.]
[9] Sarra A, Di Z S, Cappucci M. A quantitative valuation of tourist experience in Lisbon[J]. Annals of Tourism Research, 2015, 53:1-16.
[10]俞万源,冯亚芬,梁锦梅.基于游客满意度的客家文化旅游开发研究[J].地理科学, 2013, 33(7):824-830.[Yu W Y, Feng Y F, Liang J M. Hakka culture tourism development based on tourist satisfaction[J]. Scientia Geographica Sinica, 2013, 33(7):824-830.]
[11] Kozak M. Comparative assessment of tourist satisfaction with destinations across two nationalities[J]. Tourism Management, 2001, 22(4):391-401.
[12]程溪苹,孙虎.基于IPA方法的中国历史文化名城游客满意度分析:以韩城市为例[J].资源科学, 2012, 34(7):1318-1324.[Cheng X P, Sun H. Analysis of tourist satisfaction of China’s historical and cultural cities based on the IPA theory:A case study in Hancheng City[J]. Resources Science, 2012, 34(7):1318-1324.]
[13]贺小荣,孟川瑾,罗文斌.世界遗产地游客满意度的测量模型构建与实证[J].经济地理, 2013, 33(11):169-174.[He X R, Meng C J, Luo W B. A measurement model of tourist satisfaction in worldheritagesites[J].EconomicGeography, 2013,33(11):169-174.]
[14]董观志,杨凤影.旅游景区游客满意度测评体系研究[J].旅游学刊, 2005, 20(1):27-30.[Dong G Z, Yang F Y. A study on the evaluation system of tourist satisfaction degree in tourist areas[J]. Tourism Tribune, 2005, 20(1):27-30.]
[15]廉同辉,余菜花,包先建,等.基于模糊综合评价的主题公园游客满意度研究:以芜湖方特欢乐世界为例[J].资源科学, 2012,34(5):973-980.[Lian T H, Yu C H, Bao X J, et al. Research on the satisfaction of theme park visitors based on fuzzy comprehension evaluation:A case study in Wuhu Fantawild Adventure[J].Resources Science, 2012, 34(5):973-980.]
[16]王凯,唐承财,刘家明.文化创意型旅游地游客满意度指数测评模型:以北京798艺术区为例[J].旅游学刊, 2011, 26(9):36-44.[Wang K, Tang C C, Liu J M. A measuring model on tourist satisfaction index in cultural creative-type tourism destination[J]. Tourism Tribune, 2011, 26(9):36-44.]
[17]蒋艳.城市居民休闲时间投入意愿及其影响因素研究:以杭州市为例[J].生态经济, 2012,(3):78-83.[Jiang Y. Study on the urban residents’willingness to devote time for leisure and the influencing factors:Taking Hangzhou as an example[J]. Ecological Economy, 2012,(3):78-83.]
[18]宋瑞.时间、收入、休闲与生活满意度:基于结构方程模型的实证研究[J].财贸经济, 2014,(6):100-110.[Song R. Time, income, leisure and life satisfaction:An empirical study based on SEM model[J]. Finance&Trade Economics, 2014,(6):100-110.]
[19]宋子千,蒋艳.城市居民休闲生活满意度及其影响机制:以杭州为例[J].人文地理, 2014,(2):53-60.[Song Z Q, Jiang Y. Leisure life satisfaction of urban residents and its influential mechanism:A case study of Hangzhou[J]. Human Geography, 2014,(2):53-60.]
[20] Lapa T Y. Life satisfaction, leisure satisfaction and perceived freedom of park recreation participants[J]. Procedia-Social and Behavioral Sciences, 2013, 93:1985-1993.
[21] Wang S S. Leisure travel outcomes and life satisfaction:An integrative look[J]. Annals of Tourism Research, 2017, 63:169-182.
[22] Kuykendall L, Lei X, Tay L, et al. Subjective quality of leisure&worker well-being:Validating measures&testing theory[J]. Journal of Vocational Behavior, 2017, 103:14-40.
[23]吴凌菲.基于休闲方式的城市居民休闲满意度研究[J].统计与决策, 2013,(24):146-148.[Wu L F. Research on leisure satisfaction of urban residents based on leisure mode[J]. Statistics&Decision, 2013,(24):146-148.]
[24]张笛,祖康康.城市居民休闲活动满意度调查研究:以锦州市四区为例[J].经济研究导刊, 2013,(31):250-251.[Zhang D, Zu K K. Research on satisfaction survey of urban residents’leisure activities:Take the four districts of Jinzhou as an example[J]. Economic Research Guide, 2013,(31):250-251.]
[25] Deng J Y, Andrada R, Pierskalla C. Visitors’and residents’perceptions of urban forests for leisure in Washington D. C[J]. Urban Forestry&Urban Greening, 2017, 28:1-11.
[26]李艳,曾菊新,程绍文.城市环境供给的游憩者满意度及对重游意愿的影响:基于游客与居民差异的分析[J].人文地理, 2014,(6):133-139.[Li Y, Zeng J X, Cheng S W. Research on tourists’satisfaction of urban environment supply and their revisit intention:Based on the difference analysis between visitors and residents[J]. Human Geography, 2014,(6):133-139.]
[27]刘军胜,马耀峰.入境游客与社区居民旅游供给感知测评及差异分析:以北京市为例[J].资源科学, 2016, 38(8):1476-1490.[Liu J S, Ma Y F. Evaluation and difference analysis on inbound tourists and local resident perception for tourism supply in Beijing[J]. Resources Science, 2016, 38(8):1476-1490.]
[28]汪侠,顾朝林,梅虎.旅游景区顾客的满意度指数模型[J].地理学报, 2005, 60(5):807-816.[Wang X, Gu C L, Mei H. Tourist attraction customer satisfaction index model[J]. Acta Geographica Sinica, 2005, 60(5):807-816.]
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