曲阜师范大学学报（自然科学版）2009，Vol.35Issue(3)：98-102,5.
基于期望差异模型的西安市国内游客满意度评价研究
Research on Satisfaction of Domestic Tourists in Xi'an Based on Extended Expectation Disconfirmation Model
摘要
Abstract
Based on the first-hand investigation data of domestic tourists, this paper analysis the satisfaction of domestic tourists from tourist service, tourist attractions, tourist infrastructure, and traveling environment with expectation disconfirmation model. The results show that Xi'an tourism has a high level of development and domestic tourists have a higher satisfaction with it; Xi'an tourism soft quality of service needs to be improved, especially the quality and professional ability of its jobholders; the price of Xi'an scenic site admission ticket is so high that it doesn't adapt with the domestic tourist consumption level; the illustration system of Xi'an scenic sites can't illustrate and demonstrate the historic cultural value of them; the Xi'an cultural entertainment facility is so backward and the nightlife is so monotonous that they have serious influence on the domestic tourists satisfaction with Xi'an tourism. Based on these results, five proposals have been made to provide important reference for improving the tourism image of Xi'an city: Strengthen the traveling jobholders' vocational training and the occupational ethics education, improve the tourist service quality and the level; Standardize the management system of ticket prices, make reasonable ticket prices and further consummate the preferential benefit yearly pass system; make the traveling transportation line corporate planning, clear the local traveling special line as soon as possible and improve the travel conditions and environment; positively establish the Xi'an characteristic scenic site illustration system to transmit historic culture information with a spirited form; introduc some entertainment facilities to enrich the recreational activities and make the tourist experience Xi'an historical1 culture charm profoundly in the entertainment.关键词
西安市/国内游客满意度/扩展的期望差异模型Key words
Xi'an city/domestic tourists satisfaction/extended expectation disconfirmation model分类
管理科学引用本文复制引用
李馥利,吴晋峰,潘旭莉,张佑印..基于期望差异模型的西安市国内游客满意度评价研究[J].曲阜师范大学学报（自然科学版）,2009,35(3):98-102,5.基金项目
国家自然科学基金资助项目(40771058) （40771058）
陕西省自然科学基金资助项目(2005D12). （2005D12）
