水上旅游满意度指标体系建构初探_以黄浦江游览为例pdf

———，（，201306）APRELIMINARYRESEARCHONWATERTOURISTSATISFACTIONINDEXSYSTEM———ACaseStudyofHuangpuRiverCAORui,ZHANGJing(SchoolofEconomicsandManagement,ShanghaiMaritimeUniversity,Shanghai200135,China)Abstract:Today,watertourismisboominginwaterfrontcities.Butlotsofcomplainingwasheard,whichshowstheignoranceonthetouristsatisfaction,thekeyfactorofwatertourismdevelopment.Correspondingly,mostofthetourismsatisfactionresearchisnormaloneswithoutconsiderationofwatertourismcharacteris-tics.Thispapertriestodosomepreliminaryresearchandtofindawaytosolvethebottleneckproblemsonthewaytowatertourismdevelopment.First,weidentifiedtheaffectfactorsonwatertouristsatisfaction,andfoundthatbothofthefactorshadtheirownfeatures.Then,webuiltmodelstoexplainthefactorsandtriedtomeasurethesatisfactionquantization.Inthispaper,watertouristsatisfactionmeasurementstandsfromthetouristperspectiveandendeavorstojudgetheservicequality.Inordertoanalyzethetouristsatisfaction,weinferencewiththeclassicalOliver'sexpectation-differencetheoryandtheSERVUALscale,andalsosum-marizeimpactionfactorsofwatertourismmeanwhiletobuildanewsystemforwatertouristsatisfaction.Inordertotestthesystem'sutility,thispapertakeHuangpuRiverforanexample.EspeciallywhenShanghaiEXPOmadewatertourismabrightpoint,watertouristsatisfactionmustbetakenseriously.Usestatisticalsoftwaretodealwiththedata,theHuangpuRiverTourquantitativeindicatorscomeoutclearly.ThevisitorsareinastateofbasicallycontentmenttoHuangpuRivertourismgenerally.Threeaspectsofstrategiesarean-alyzedincludingresourcesandimage,managementandfacilities,talentsandservice.Duetothelimitationsofthesample,thesystemcannotreflectthewholepictureofthewatertourism.Butthisstudyprovestheva-lidityandusefulnessoftheWaterTouristSatisfactionIndexSystemfromoneside,inordertopromotethewatertourismdevelopmentinourcountry.Keywords:watertourism；SatisfactionIndexSystem；HuangpuRivertour：1003-2398（2011）05-0121-06：，。SERVUAL，“”“”。，，。，9、11、21。：；；：F590.7：A：08CJY050“”：1985—。：1973—、。[e-mail]。：2010-05-24；：2011-06-2820115121HUMANGEOGRAPHYVol.26.No.52011/101211。“、、”。。。。、。1.1、、。Pizam[1]Chon[2]、Kingchan[3]、。“”。Pizam“”Hughes[4]“//”。Oliver[5]ParasuramanSERVUAL[6]。Akama[7]SERVQUALTsavoWestPE77SQ=P-ESQ。。、[8]、10[9][10]。1995。、[11]。、[12]。、[13]3SPSS、[14]。1.2。。·B··Vic-torBTeyeDenisLeclerc[15]。。KamHungJamesFPetrick[16]20071220082。HailinQuElsaWongYeePing5330[17]。“”、“”“”。。、2003[18]。2007、、、、[19]。“”。“”。、。。。22.1。。。、。。20115121HUMANGEOGRAPHYVol.26.No.52011/10122、、。。、、、、、。。。。。。2.2。“”“”。。“”。、、、、、“”。。。。2.3。OliverSERVUAL“”“”。“”“”“”。2.42。、、3。、、、、、、、3—41010。7+25—9。。1Fig.1IndexSystemStructureofWaterTouristSatisfaction2Fig.2IndexClassificationSystemofWaterTouristSatisfaction2.5Oliver1980。。“”“”。2.5.1“”、“”。3=。3。2.5.2。4。III
 
 
 
 
 


 !#$%&’()*+———HUMANGEOGRAPHYVol.26.No.52011/10123IIIIV。I、IIIII、IV。3Fig.3QuantitativeRelationshipofWaterTouristSatisfactionSub-indexEvaluationSystem4Fig.4IndexEvaluationSystemofWaterTouristSatisfaction3。。2009《》《》。2006920091。90%。450630。。3.1。。10“”8“”5“”、“”2“”、“”、“”、“”“”“”110231。3.23.2.1。、、、、。=5、=4、=3、=2、=111。V1V2WiFi。1。Vi=∑FjWii=12j=1234511“”“”。“”“-”。3.2.2、、、、、、、、、、、12“”。2352.17%50%。。0.01“”60%。2“”“”85。。3.2.3“”、“”XY0。5。29、、、、、、、


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20115121HUMANGEOGRAPHYVol.26.No.52011/10124。9。5Fig.5SatisfactionClassifyEvaluationofHuangpuRiverSightseeingProjects11、、、、、、、、、、。11。。2、。2“”。1。。4、。。。。。。。“”、“”。1Tab.1TheSatisfactionQuestionnaireDataofHuangpuRivery=1.0345x+0.0005R=0.75-0.3-0.2-0.100.10.20.30.40.50.6-0.2-0.100.10.20.30.40.5

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   3.933.780.150.300.163.683.78-0.100.050.163.603.71-0.10-0.030.09!#$%3.573.70-0.13-0.060.08&’()*+3.523.60-0.08-0.11-0.02,-./3.673.69-0.020.040.07012%3.463.450.01-0.17-0.17345’6783.643.640.000.010.029:;:;.3.563.530.03-0.07-0.09=;?@ABC4.014.13-0.120.380.51DEFGHIJKJKLMNOP3.493.470.03-0.14-0.15Q#$%3.513.53-0.02-0.12-0.09RSTQUV3.533.470.06-0.10-0.15WXYZ,-3.633.67-0.040.000.05ST’6()*+3.513.53-0.02-0.12-0.09ST’65ST’6783.693.510.170.06-0.11[6[8\[XYP3.743.720.020.110.10ST./]^P3.593.490.10-0.04-0.13D_‘aHI./bcdefgh3.653.630.020.020.01ijXYklSTXYP3.883.90-0.020.250.28mnopopdmnqr3.513.420.09-0.12-0.2s()*+3.543.480.06-0.09-0.14?@A3tu%_E./HIvwsxZyz3.563.420.14-0.07-0.20{ 3.633.620.010.300.16。。、、。。。。、。。。。、。。。“”。。[1]PizamA,NeumannY,ReichelA.Dimensionsoftouristsatisfactionwithadestinationarea[J].AnnalsofTourismResearch,1978,5(3):314-322.[2]ChonKSOlsenMD.FunctionalCongruityandSelfCongruityAp-proachestoConsumerSatisfaction.DissatisfactioninTourism[J].JournaloftheInternationalAcademyofHospitalityResearch,1991,(3):2-22.[3]KingchanK.TouristsatisfactioninrelationtoaholidayinThailand[R].Australia:CooperativeResearchCentreforEcologicallySustain-ableDevelopmentoftheGreatBarrierReef,1997.3-4.[4]HughesK.TouristsatisfactionaguidedculturaltourinNorthQueensland[J].AustralianPsychologist,1991,26(3):166-171.[5]OliverRI.ACogn