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林业科学 ›› 2020, Vol. 56 ›› Issue (3): 156-163.doi: 10.11707/j.1001-7488.20200316

• 研究简报 • 上一篇    下一篇

陕西省国家森林公园游客满意度——以太白山、太平和王顺山森林公园为例

董楠1,张红1,张春晖1,2,3   

  1. 1. 陕西师范大学地理科学与旅游学院 西安 710119
    2. 陕西旅游信息化工程实验室 西安 710119
    3. 陕西省旅游信息科学重点实验室 西安 710119
  • 收稿日期:2018-04-28 出版日期:2020-03-01 发布日期:2020-04-08
  • 基金资助:
    陕西省软科学研究计划项目(2016KRM119)

Tourist Satisfaction of Shaanxi National Forest Park——A Case Study in Taibai, Taiping, and Wangshunshan

Nan Dong1,Hong Zhang1,Chunhui Zhang1,2,3   

  1. 1. School of Geography and Tourism, Shaanxi Normal University Xi'an 710119
    2. Shaanxi Tourism Information Engineering Laboratory Xi'an 710119
    3. Shaanxi Key Laboratory of Tourism Informatics Xi'an 710119
  • Received:2018-04-28 Online:2020-03-01 Published:2020-04-08

摘要:

目的: 以陕西省3家森林公园(自西向东依次为太白山国家森林公园、太平国家森林公园和王顺山国家森林公园)为例,探讨森林公园游客满意度现状及影响游客满意度评价的关键因素,为森林公园景区发展质量提升提供基础理论借鉴。方法: 在有效性改进基础上,采用模糊综合评价法划分森林公园游客满意度评价等级,并结合IPA分析影响森林公园发展质量的优劣势资源。结果: 3家森林公园游客总体满意度得分为5.076,处于"有点满意"等级;自然环境满意度评价得分最高,处于"非常满意"等级;旅游设施及其质量、旅游信息与通讯满意度评价等级最低,处于"比较不满"等级;旅游消费价格满意度评价等级为"一般";景区服务质量与安全、旅游交通与环卫设施以及旅游吸引物满意度评价等级为"有点满意";IPA分析显示,指标层中的门票价格合理、景区内小交通价格合理、餐饮价格合理、餐饮设施、餐饮质量、住宿质量、外部交通可进入性、景区手机通讯良好、景区无线网络完备、珍稀动植物多样、文化遗存价值高以及紧急救援体系完备位于高重要性-低满意度象限,急需重点改进。结论: 在森林公园景区发展建设中,应重点改进旅游设施及其质量、旅游信息与通讯、旅游消费价格等满意度较低的项目。具体而言,应注重创新旅游吸引物,重点控制景区内小交通价格、餐饮价格,着重改善餐饮设施、旅游通讯设施,提高餐饮质量和住宿质量。

关键词: 游客满意度, 森林公园, 模糊综合评价, 层次分析法, 因子分析法, 指标体系, IPA

Abstract:

Objective: Three national forest parks(Taibaishan, Taiping, and Wangshunshan from the west to the east in Shaanxi Province)were taken as a case to evaluate the current status of tourist satisfaction of the national forest parks, and to identify the key factors that affect the satisfaction, in order to provide evidences for developing strategies improve the tourist satisfaction. Method: Based on effective improvement, the tourist satisfaction levels were classified by the fuzzy comprehensive evaluation method in combination with the IPA analysis to find the advantage and disadvantage resources that affect the development level of the forest parks. Result: The results showed that the comprehensive satisfaction score of the three forest parks was 5.076, classified as"a little satisfied". The highest level of tourist satisfaction was on natural environment, classified as "very satisfied", and the lowest level was on tourism facilities and their quality and tourism information and communication, at classified as "dissatisfied". tourism consumption price was classified as "general satisfaction", and quality and safety of services, transportation and environment protection facilities and advertisements for attracting tourists were all classifiedas "a little satisfied". The IPA analysis showed that, 12 items were classified as "high importance-low satisfaction" and need urgent improvement, and they are ticket price, traffic price within the park, restaurant price, catering facilities, catering quality accommodation facilities, accessibility from external transport, mobile communication, WiFi access, diversity of rare animals and plants, values of cultural heritages and emergency facilities. Conclusion: In future development of forest parks, items with low satisfaction such as tourism facilities and their quality, tourism information and communication and tourism consumption price should be given priority for improvement. Specifically, we should create more tourist attractions, control the prices of catering and transport within the parks, meanwhile, it is vital to upgrade the facilities for catering and communication and improve the quality of catering and accommodation.

Key words: tourism satisfaction, forest park, fuzzy comprehensive evaluation method, AHP, factor analysis method, index system, IPA(importance-performance analysis)

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