沈阳市居民对导游服务质量的满意度分析
|
摘要
指出了旅游业是沈阳市近些年发展前景广阔且潜力巨大的新兴产业,在一定程度上推动着经济的发展。导游作为整个旅游产品的主要执行者,是旅游消费线中贯穿始终的关键角色。导游服务质量的好坏直接影响游客的满意度,优质的导游服务有助于提高景区的热度,提升旅游城市的城市形象。采用文献归纳法和问卷调查法探究了沈阳市导游服务的现状和问题,并针对沈阳市导游服务质量与出行体验关系开展了实证研究。研究结果显示:导游的个人专业素养和协调应变能力直接影响着游客的出行体验。为此,针对性地提出了提升沈阳市导游服务质量的具体对策,通过改善导游服务质量,使游客满意度得到提升,促进沈阳市旅游业的健康发展和打造健康积极的"旅游城市"形象。
Tourism is an emerging industry of Shenyang with promising prospects and huge potential in recent years.It has promoted the development of national economy in some degree.As main executor of whole tourism product,guides play a key role in the tourism consumption line.The quality of tour guide services has a close relationship with the tourists' evaluation.Good tour guide services does help to increasing the prestigeof one scenic spotand image of tourist city.This study used some methods like literature induction and questionnaire survey to analyze the status and the problem of Shenyang tourism.The investigation also performed an empirical study on the relationship between Shenyang guide service quality and travel experience.The results showed that professional qualities and coordination strain capacity of guides were related to travelling experience closely.Based on the above result,the study proposed the measures on increasing the quality of tour guide services to optimize tour guide services and travel satisfaction.Overall,this paper managed to advance the healthy development of Shenyang tourism and make positive"tourism city"image.
Tourism is an emerging industry of Shenyang with promising prospects and huge potential in recent years.It has promoted the development of national economy in some degree.As main executor of whole tourism product,guides play a key role in the tourism consumption line.The quality of tour guide services has a close relationship with the tourists' evaluation.Good tour guide services does help to increasing the prestigeof one scenic spotand image of tourist city.This study used some methods like literature induction and questionnaire survey to analyze the status and the problem of Shenyang tourism.The investigation also performed an empirical study on the relationship between Shenyang guide service quality and travel experience.The results showed that professional qualities and coordination strain capacity of guides were related to travelling experience closely.Based on the above result,the study proposed the measures on increasing the quality of tour guide services to optimize tour guide services and travel satisfaction.Overall,this paper managed to advance the healthy development of Shenyang tourism and make positive"tourism city"image.
引文
[1]周学军,郑亚章.三峡游客满意度影响因素及品牌忠诚检验[J].统计与决策,2016(18):182~184.
[2]石小亮,陈珂,鲁晨曦,等.生物多样性价值评估研究进展[J].中国林业经济,2018(6):104~108.
[3]赵德芳,樊志勇.跨文化服务接触中游客服务质量感知的心理模型建构[J].旅游科学,2014,28(3):87~95.
[4]石小亮,陈珂,曹先磊,等.森林生态系统服务价值仿真预测研究[J].上海农业学报,2018,34(4):91~99.
[5]颜麒,吴耀宇,杨韫,等.华东线导游员情绪劳动的探索研究及实证启示---应用结构方程模型(SEM)[J].旅游学刊,2012,27(3):78~83.
[6]曲静.游客满意度:甘肃省旅行社的营销策略[J].兰州大学学报(社会科学版),2012,40(1):121~125.
[7]石小亮,段维娜,曹先磊,等.应城市农村居民点人口和用地规模预测[J].地球环境学报,2018,9(1):89~100.
[8]石小亮,陈珂,何丹.沈阳市森林涵养水源经济价值核算研究---基于森林蓄水量价格倒算法[J].林业勘查设计,2017(4):79~81.
[9]陈永昶,徐虹,郭净.导游与游客交互质量对游客感知的影响---以游客感知风险作为中介变量的模型[J].旅游学刊,2011,26(8):37~44.
[10]石小亮.吉林森工集团森林生态系统服务价值评价及预测研究[D].北京:北京林业大学,2015.
[11]李松志,张春杰.基于导游细节化服务的游客满意度研究---以庐山风景区为例[J].生态经济,2010(7):95~98.
[12]石小亮,张颖,单永娟,等.云南省高原典型森林植被涵养水源功能研究[J].长江流域资源与环境,2015,24(8):1366~1372.
[13]王恩旭,武春友.基于灰色关联分析的入境旅游服务质量满意度研究[J].旅游学刊,2008(11):30~34.
[14]石小亮,陈珂,曹先磊,等.森林生态系统管理研究综述[J].生态经济,2017,33(7):195~201.
[15]徐宏毅,孙卓.旅游业顾客满意度评价体系研究[J].华中农业大学学报(社会科学版),2008(3):44~47.
[2]石小亮,陈珂,鲁晨曦,等.生物多样性价值评估研究进展[J].中国林业经济,2018(6):104~108.
[3]赵德芳,樊志勇.跨文化服务接触中游客服务质量感知的心理模型建构[J].旅游科学,2014,28(3):87~95.
[4]石小亮,陈珂,曹先磊,等.森林生态系统服务价值仿真预测研究[J].上海农业学报,2018,34(4):91~99.
[5]颜麒,吴耀宇,杨韫,等.华东线导游员情绪劳动的探索研究及实证启示---应用结构方程模型(SEM)[J].旅游学刊,2012,27(3):78~83.
[6]曲静.游客满意度:甘肃省旅行社的营销策略[J].兰州大学学报(社会科学版),2012,40(1):121~125.
[7]石小亮,段维娜,曹先磊,等.应城市农村居民点人口和用地规模预测[J].地球环境学报,2018,9(1):89~100.
[8]石小亮,陈珂,何丹.沈阳市森林涵养水源经济价值核算研究---基于森林蓄水量价格倒算法[J].林业勘查设计,2017(4):79~81.
[9]陈永昶,徐虹,郭净.导游与游客交互质量对游客感知的影响---以游客感知风险作为中介变量的模型[J].旅游学刊,2011,26(8):37~44.
[10]石小亮.吉林森工集团森林生态系统服务价值评价及预测研究[D].北京:北京林业大学,2015.
[11]李松志,张春杰.基于导游细节化服务的游客满意度研究---以庐山风景区为例[J].生态经济,2010(7):95~98.
[12]石小亮,张颖,单永娟,等.云南省高原典型森林植被涵养水源功能研究[J].长江流域资源与环境,2015,24(8):1366~1372.
[13]王恩旭,武春友.基于灰色关联分析的入境旅游服务质量满意度研究[J].旅游学刊,2008(11):30~34.
[14]石小亮,陈珂,曹先磊,等.森林生态系统管理研究综述[J].生态经济,2017,33(7):195~201.
[15]徐宏毅,孙卓.旅游业顾客满意度评价体系研究[J].华中农业大学学报(社会科学版),2008(3):44~47.