旅游地游客满意度： 模型及实证研究.PDFVIP

中国科技论文在线 ( ) 2006 7 ( 137) 旅游地游客满意度: 模型及实证研究 1 2 汪 侠 梅 虎 (1. 210093; 2. 210016) : 在对现有国际主流顾客满意度模型进行改进的基础上, 结合旅游业的特点, 构建了旅游地游客满意度 (TDTS) 模型, 并以桂林游客为例进行了实证研究运用LISREL 统计软件对模型的检验结果表明: 测量模型各观测变 量对隐变量的影响是显著的, 测量模型具有较高的目标可靠性; 结构模型中各隐变量之间的路径系数与假定基本符 合; TACSI 模型的整体拟合性能良好文章最后探讨了TDTS 模型对于旅游地实施游客满意度战略的五点启示, 分别 是重视游客期望管理把握影响游客满意度的敏感性因素提供顾客让渡价值妥善处理游客抱怨以及正确理解游客 忠诚的内涵 : 游客; 满意度; 结构方程模型; 桂林 [ ] F590 [ ] A [ ] 1003- 6539 (2006) 07- 0001- 06 Abstract: Base don the improvement of current international major customer satisfaction models, an dtaking the characteristics of tourism industry intoconsideration, this paperbuilds up Tourism DestinationTourist Satisfaction (TDTS) model. In theempirical study, Guilin is taken as an exampletotest thevalidity an dpracticability ofTDTS model by means of LISREL statistic software. Thestudyindi cates that themeasurement model has high goal dependability, since theobserve dvariables have asignificant effect on latent variables; the path coefficients between the latent variables arebasically consistent withthe assumption; thewholeTDTS modelhas agoodgoodness of fit. At the en dof thepaper, theauthor concludes five illuminations fortourism destination from TDTSmodel, namely, attach impor tanceto tourist expect management, paymore attentionto sensitive factors that have key influence on tourist satisfaction, offer customer delivere dvalue, handle tourist complain properly, an dunderstan dthe meaning of tourist loyalty correctly. Key words: tourist; satisfaction; structural equation model; Guilin , , ( ) , , 1970 ,