本文選題：游客滿意度 + 網(wǎng)絡(luò)評論��； 參考：《湘潭大學(xué)》2017年碩士論文

【摘要】：旅游產(chǎn)業(yè)競爭加劇使得目的地之間的競爭已經(jīng)上升到整體的目的地之間的競爭,城市旅游目的地的競爭成為趨勢,掌握城市旅游目的地游客滿意度是發(fā)展旅游產(chǎn)業(yè)、提升旅游目的地競爭力的基礎(chǔ)。傳統(tǒng)旅游目的地游客滿意度研究注重滿意度內(nèi)涵和測評方法的研究,研究數(shù)據(jù)多來自問卷調(diào)查,具有一定的局限性。隨著互聯(lián)網(wǎng)絡(luò)的發(fā)展,游客傾向于使用網(wǎng)絡(luò)評論發(fā)表對目的地的感知評價,利用網(wǎng)絡(luò)評論可隨時獲取任一時段目的地游客滿意度評價內(nèi)容,高效便捷;并且網(wǎng)絡(luò)社交也越來越影響著游客的旅游決策和行為。因此,基于網(wǎng)絡(luò)用戶評論內(nèi)容探討構(gòu)建城市群旅游目的地游客滿意度的評價方法,是對傳統(tǒng)實地調(diào)研和問卷調(diào)查獲取游客滿意度方法的補(bǔ)充和豐富。研究通過網(wǎng)絡(luò)文本內(nèi)容挖掘技術(shù)搜集游客評論,基于扎根理論的研究方法對網(wǎng)絡(luò)評論內(nèi)容進(jìn)行梳理和分析,構(gòu)建城市旅游目的地游客滿意度評價模型,利用期望差異理論、網(wǎng)絡(luò)文本分析法、IPA分析法等理論和工具,對長沙城市旅游目的地游客滿意度進(jìn)行研究和評價,并提出提升建議。研究構(gòu)建的城市旅游目的地游客滿意度評價模型表明,城市旅游目的地游客預(yù)期期望值來自游客對城市形象的感知,城市形象傳播和城市定位決定城市形象。游客的實際體驗感知價值由住宿、餐飲、交通、吸引物、娛樂購物、文化感知和環(huán)境氛圍決定,游客基于期望差異比較后對旅游旅游目的地作出滿意度總體評價,并用重游意愿表達(dá)和強(qiáng)調(diào)對滿意度評價結(jié)果的補(bǔ)充。長沙城市旅游目的地的游客滿意度評價結(jié)果顯示,長沙城市旅游目的地的游客滿意度總體評價較為滿意,飲食、住宿、娛樂購物、城市形象、文化感知和旅游吸引物滿意度水平較高,其中城市形象決定游客期望,是城市旅游目的地吸引力的重要影響因素,存在提升空間。交通和環(huán)境氛圍滿意度較低,有待提高。打造長沙世界級旅游目的地,提升長沙旅游目的地游客滿意度,可以從城市形象自我構(gòu)建、城市環(huán)境氛圍改善提升、城市交通建設(shè)完善以及相關(guān)旅游設(shè)施和配套服務(wù)建設(shè)等方面著手,并保持長沙在餐飲、歷史文化價值感知、娛樂購物等方面的特色優(yōu)勢。
[Abstract]:The intensified competition of tourism industry has made the competition among destinations rise to the competition among the whole destinations, the competition of urban tourism destinations has become a trend, and it is necessary to develop the tourism industry to grasp the satisfaction of tourists in urban tourism destinations. The basis for enhancing the competitiveness of tourist destinations. The traditional tourist satisfaction research focuses on the connotation of satisfaction and the research of evaluation methods. The research data mostly come from questionnaire survey, which has some limitations. With the development of the Internet, tourists tend to use Internet comments to publish their perception of destination evaluation, and can obtain the content of destination satisfaction evaluation at any time, which is efficient and convenient. And the network social intercourse also more and more affects the tourist's traveling decision and the behavior. Therefore, the evaluation method of tourist satisfaction of urban agglomeration tourist destination based on the content of online user comments is a supplement and enrichment to the traditional field investigation and questionnaire survey to obtain tourist satisfaction. This paper collects tourists' comments through Web text content mining technology, combs and analyzes the content of online comments based on the research method of rooted theory, constructs the evaluation model of tourist satisfaction of urban tourism destination, and uses the theory of expectation difference. Based on the theory and tools of IPA analysis, this paper studies and evaluates the tourist satisfaction of Changsha city's tourist destination, and puts forward some suggestions on how to improve it. The evaluation model of tourist satisfaction of urban tourism destination shows that the expected expectation comes from tourists' perception of city image, and city image communication and city positioning determine city image. The perceived value of tourists' actual experience is determined by accommodation, catering, transportation, attraction, entertainment shopping, cultural perception and environmental atmosphere. And revisiting intention to express and emphasize the satisfaction evaluation results supplement. The result of tourist satisfaction evaluation of Changsha city tourism destination shows that the overall evaluation of tourist satisfaction of Changsha city tourism destination is satisfactory, such as food, lodging, entertainment shopping, city image, etc. The level of cultural perception and tourist attraction satisfaction is high, among which the city image determines the expectation of tourists, which is an important factor affecting the attractiveness of city tourism destination, and there is room for improvement. Traffic and environmental atmosphere satisfaction is low, need to be improved. To build a world-class tourist destination in Changsha, and to enhance tourist satisfaction of Changsha tourist destination, can build itself from the image of the city, and improve the urban environment and atmosphere. The improvement of urban transportation construction and related tourism facilities and related services, and the maintenance of Changsha in catering, historical and cultural value perception, entertainment shopping and other aspects of the characteristics of advantages.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F592.7

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