游客满意度的网络关注度演变及空间差异
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摘要
移动互联网的高速发展和日益普及,使游客满意度的网络关注度成为游客旅游目的地选择的重要影响因素。基于此,以全国31个省(市、自治区)为研究范围,以"游客满意度"为研究对象,对目前我国游客满意度网络关注度的时空特征和影响因素展开研究。研究发现:全国游客满意度网络关注度指数总体上呈波动态势,且每年4～5月、12～1月游客满意度网络关注度较为明显,差异显著。同时,全国各地区游客满意度网络关注度指数具有显著差异,呈现东西中地区差异减少的态势。值得关注的是,游客满意度网络关注度的区域差异巨大,但整体上呈现差异缓慢减少的趋势,这有助于经营者和监管者以游客为导向,提升游客满意程度,从供给侧层面重视需求侧诉求,形成供需联动促进区域旅游发展的良好局面。
As an important indicator in measuring satisfaction, the tourist satisfaction will directly affect the tourism destination choice, revisit rate, consumption of the tourism products and services, which has important significance to the development of the tourism industry and the tourism destination management. With the rapid development of the mobile Internet and the popularity of the Internet, network attention of tourist satisfaction has become an important factor in affecting the tourist destination choice. Based on this, the 31 provinces(municipalities and autonomous regions) as the research scope and the "tourist satisfaction" as the research object, this article studies the current network attention characteristics of the tourist satisfaction and the influence factors. The results are as followings: Network attention of tourist satisfaction which shows a fluctuant change overall is relatively obvious in April, May, December and January.The regional network attention of tourist satisfaction has remarkable differences, but its difference generally reduces in the east, middle and west of China, which help operators and regulators to take tourists as the guide, improve the degree of tourist satisfaction and attach importance to demand based on the supply side, it forms a good situation in the linkage of supply and demand in order to promote the development of regional tourism.
As an important indicator in measuring satisfaction, the tourist satisfaction will directly affect the tourism destination choice, revisit rate, consumption of the tourism products and services, which has important significance to the development of the tourism industry and the tourism destination management. With the rapid development of the mobile Internet and the popularity of the Internet, network attention of tourist satisfaction has become an important factor in affecting the tourist destination choice. Based on this, the 31 provinces(municipalities and autonomous regions) as the research scope and the "tourist satisfaction" as the research object, this article studies the current network attention characteristics of the tourist satisfaction and the influence factors. The results are as followings: Network attention of tourist satisfaction which shows a fluctuant change overall is relatively obvious in April, May, December and January.The regional network attention of tourist satisfaction has remarkable differences, but its difference generally reduces in the east, middle and west of China, which help operators and regulators to take tourists as the guide, improve the degree of tourist satisfaction and attach importance to demand based on the supply side, it forms a good situation in the linkage of supply and demand in order to promote the development of regional tourism.
引文
[1]夏令,任黎秀.游客满意度差异研究及评价因子的验证分析[J].北京第二外国语学院学报,2010(5):25-30.
[2]李瑛.旅游目的地游客满意度及影响因子分析——以西安地区国内市场为例[J].旅游学刊,2008,23(4):43-48.
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[5]李君轶,杨敏.西安国内游客旅游网络信息搜索行为研究[J].经济地理,2010,30(7):23-31.
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[13] Oliver R L,Swan J E.Consumer perceptions of interpersonal equity and satisfaction in transactions:a field survey approach[J]. Journal of Marketing,1989,53:21-35.
[14]王永清,严浩仁.顾客满意度的测评[J].经济管理,2000(8):68-97.
[15]刘宇.顾客满意度(指数)测评基础技术的研究[J].数量经济技术经济研究,2002(5):78-89.
[16]董观志.旅游景区游客满意度测评体系研究[J].旅游学刊,2005(1):99-121.
[17]谢彦君.游景区游客满意度测评体系研究[J].旅游学刊,2005(5):77-98.
[18] Peter J Ellery,William Vaughn,Jane Ellery,et al. Understanding Internet Health Search Patterns:An Early Exploration Into the Usefulness of Google Trends[J]. Journal of Communication in Healthcare,2008(4):68-72.
[19] Phil Glockner. Google Trends vs Market Reports:Which is More Accurate,Faster?[ED/OL]. http://www. readwriteweb.com/archives/google_report_reliable_trends_faster.php,2009-04-03.
[20] Clemens K?ltringer,Karl W?ber. Information Needs of City Travellers[J]. Analysing International City Tourism,2010:109-126.
[21]路紫,赵亚红,吴士锋,等.旅游网站访问者行为的时间分布及导引分析[J].地理学报,2007,62(6):621-630.
[22]韩冰,路紫.户外运动网站论坛功能评估及其互动作用对个人出行行为的导引[J].人文地理,2007,22(1):58-62.
[23]吴士锋,陈兴鹏,路紫,等.网站信息流对旅游人流增强作用研究[J].现代情报,2009,29(11):215-224.
[24]李山,邱荣旭,陈玲.基于百度指数的旅游景区网络空间关注度:时间分布及其前兆效应[J].地理与地理信息科学,2008,24(6):102-107.
[25]龙茂兴,孙根年,马丽君,等.区域旅游网络关注度与客流量时空动态比较分析——以四川为例[J].地域研究与开发,2011,30(3):93-97.
[26]马丽君,孙根年,黄芸玛,等.城市国内客流量与游客网络关注度时空相关分析[J].经济地理,2011,31(4):680-685.
[27]张力.基于百度指数分析的地域网络关注度研究——以镇江为例[J].图书情报研究,2012,3(5):91-98.
[28]林志慧,马耀峰,刘宪锋,等.旅游景区网络关注度时空分布特征研究[J].资源科学,2012,4(7):81-98.
[29]邹永广,林炜铃,郑向敏.旅游安全网络关注度时空特征研究及其影响因素[J].旅游学刊,2015,30(2):101-109.
[2]李瑛.旅游目的地游客满意度及影响因子分析——以西安地区国内市场为例[J].旅游学刊,2008,23(4):43-48.
[3]丁建军,朱群惠.我国区域旅游产业发展潜力的时空差异研究[J].旅游学刊,2012,27(2):52-61.
[4]生延超,周玉姣,等.中国旅游经济增长周期的测度与评价[J].人文地理,2014,139(5):113-121.
[5]李君轶,杨敏.西安国内游客旅游网络信息搜索行为研究[J].经济地理,2010,30(7):23-31.
[6] R Cardozo. Customer Satisfaction LaboratoryStudy and Marketing Action[J]. Journal of Marketing Research,1965(2):244-249.
[7] Oliver R L. Conceptual issues in the structural analysis of consumption emotion,satisfaction and quality:Evidence in a service setting[J]. Advances in Consumer Research,1993(21):205-213.
[8] Cadotte E R,Jenkins W R L.Expectations and Norms in Models of Consumer Satisfaction[J]. Journal of Marketing Research,1987(24):305-314.
[9] Johnson M D,Fornell C. A Framework for Comparing Customer Satisfaction across Individuals and Product Categories[J]. Journal of Consumer Research,1991(12):267-286.
[10] Fornell C,Johnson M D,Anderson E W,et al. The American customer Satisfaction Index:Nature Purpose and Findings[J].Journal of Marketing,1996(60):7-18.
[11] LaTour S A,Peat N C. Conceptual and Methodological Issues in Consumer Satisfaction Research[M]. Bloomington:Indiana University Press,1979:5-31.
[12] Tse D K,Wilton P C. Models of consumer satisfaction:an extension[J]. Journal of Marketing Research,1988,25:204-212.
[13] Oliver R L,Swan J E.Consumer perceptions of interpersonal equity and satisfaction in transactions:a field survey approach[J]. Journal of Marketing,1989,53:21-35.
[14]王永清,严浩仁.顾客满意度的测评[J].经济管理,2000(8):68-97.
[15]刘宇.顾客满意度(指数)测评基础技术的研究[J].数量经济技术经济研究,2002(5):78-89.
[16]董观志.旅游景区游客满意度测评体系研究[J].旅游学刊,2005(1):99-121.
[17]谢彦君.游景区游客满意度测评体系研究[J].旅游学刊,2005(5):77-98.
[18] Peter J Ellery,William Vaughn,Jane Ellery,et al. Understanding Internet Health Search Patterns:An Early Exploration Into the Usefulness of Google Trends[J]. Journal of Communication in Healthcare,2008(4):68-72.
[19] Phil Glockner. Google Trends vs Market Reports:Which is More Accurate,Faster?[ED/OL]. http://www. readwriteweb.com/archives/google_report_reliable_trends_faster.php,2009-04-03.
[20] Clemens K?ltringer,Karl W?ber. Information Needs of City Travellers[J]. Analysing International City Tourism,2010:109-126.
[21]路紫,赵亚红,吴士锋,等.旅游网站访问者行为的时间分布及导引分析[J].地理学报,2007,62(6):621-630.
[22]韩冰,路紫.户外运动网站论坛功能评估及其互动作用对个人出行行为的导引[J].人文地理,2007,22(1):58-62.
[23]吴士锋,陈兴鹏,路紫,等.网站信息流对旅游人流增强作用研究[J].现代情报,2009,29(11):215-224.
[24]李山,邱荣旭,陈玲.基于百度指数的旅游景区网络空间关注度:时间分布及其前兆效应[J].地理与地理信息科学,2008,24(6):102-107.
[25]龙茂兴,孙根年,马丽君,等.区域旅游网络关注度与客流量时空动态比较分析——以四川为例[J].地域研究与开发,2011,30(3):93-97.
[26]马丽君,孙根年,黄芸玛,等.城市国内客流量与游客网络关注度时空相关分析[J].经济地理,2011,31(4):680-685.
[27]张力.基于百度指数分析的地域网络关注度研究——以镇江为例[J].图书情报研究,2012,3(5):91-98.
[28]林志慧,马耀峰,刘宪锋,等.旅游景区网络关注度时空分布特征研究[J].资源科学,2012,4(7):81-98.
[29]邹永广,林炜铃,郑向敏.旅游安全网络关注度时空特征研究及其影响因素[J].旅游学刊,2015,30(2):101-109.
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