周坤.基于ECSI修正模型的历史街区游客满意度研究*[J].重庆工商大学社会科学版,2020,37(5):67-74
基于ECSI修正模型的历史街区游客满意度研究*
Research on Tourist Satisfaction with Historic Blocks Based on ECSI Modified Model
  
DOI:
中文关键词:  ECSI修正模型  历史街区  游客满意度  旅游开发
英文关键词:ECSI revised model  historical blocks  tourist satisfaction  tourism development
基金项目:
作者单位
周坤 河北农业大学 园林与旅游学院河北 保定 071000 
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中文摘要:
      游客满意度直接影响历史街区旅游开发成效与可持续发展,是旅游研究的热点问题。欧洲顾客满意度模型ECSI是研究顾客满意度的经典模型,基于两个历史街区的实证数据,文章对ECSI进行修正并构建了历史街区游客满意度模型HBTSI,遴选出5个潜在变量和20个观测变量构建了评价指标体系。文章选择成都宽窄巷子和锦里作为样本案例,对HBTSI模型进行了实证检验。研究发现,历史街区形象认知与游客期望、游客感知价值存在显著相关性,但无法直接影响游客满意度。游客期望与游客感知价值之间不存在显著相关,而是通过直接作用于游客感知质量间接影响游客满意度,游客满意度与游客忠诚度之间存在相关关系。
英文摘要:
      Tourist satisfaction is a hot issue in tourism research, and also a key factor affecting the tourism development and sustainable development of historic blocks. Based on the introduction of European customer satisfaction model ECSI, this paper revises and constructs the historic block tourists satisfaction model HBTSI, and selects five potential variables and 20 observation variables to construct the evaluation index system. This paper chooses Chengdu Wide and Narrow Lanes and Jinli as sample cases to test the HBTSI model empirically. The study finds that there is a significant correlation between image recognition of historic blocks and tourists’ expectations and perceived value, but it can not directly affect tourists’ satisfaction. There is no significant correlation between tourists’ expectation and their perceived value, and tourists’ satisfaction is indirectly affected by the direct effect on tourists’ perceived quality. There is a correlation between tourists’ satisfaction and tourists’ loyalty.
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