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景区游客满意度是反映旅游景区服务质量的基础,景区服务质量是影响景区竞争力的重要因素。本文以颐和园景区为例,在实地调研及文献分析的基础上,绘制游客游览颐和园旅游景区整个基础活动过程的服务蓝图,在景区服务蓝图的基础上设计颐和园景区游客满意度测评体系,并运用层次分析法确定测评体系中各指标的权重;进而进行问卷调研获得统计数据,并进行数据分析以及景区游客满意度测评。研究发现,按照满意度水平标度向量:十分不满意(1分)、不满意(2分)、一般(3分)、满意(4分)、十分满意(5分),颐和园景区游客满意度处于一般和满意之间,景区的服务质量有待依据服务蓝图进行进一步改进;服务蓝图在景区具有应用的空间。
Scenic tourist satisfaction is to reflect the quality of tourist attractions based on the quality of service area is an important factor affecting the competitiveness of scenic spots. Taking the Summer Palace scenic area as an example, on the basis of field investigation and literature analysis, draw a service blueprint of tourists visiting the whole process of basic activities of Summer Palace tourism scenic spot, and design tourist satisfaction evaluation system of Summer Palace scenic spot on the basis of blueprint of scenic area service, Analytical method to determine the weight of the indicators in the evaluation system; then conducted a survey to obtain statistical data, and data analysis and scenic tourist satisfaction assessment. The study found that the scale of satisfaction according to the vector: very dissatisfied (1 point), not satisfied (2 points), the general (3 points), satisfaction (4 points), very satisfied (5 points), Summer Palace tourist satisfaction Between the general and the satisfaction, the service quality of the scenic area needs to be further improved according to the service blueprint; the service blueprint has the application space in the scenic area.