GEOGRAPHICAL RESEARCH ›› 2006, Vol. 25 ›› Issue (1): 171-181.doi: 10.11821/yj2006010020

• Earth Surface Processes • Previous Articles     Next Articles

Study on the model of tourist satisfaction index about tourism environment:a case study of Huangshan Mountain

WANG Qun1,2, DING Zu-rong1, ZHANG Jin-he3, YANG Xing-zhu3   

  1. 1. College of Territorial Resources and Tourism,Anhui Normal University,Wuhu 241000,China;
    2. Department of Science and Research,Zhejiang Sci-tech University,Hangzhou 310018,China;
    3. Department of Urban and Resources Sciences,Nanjing University,Nanjing 210093,China
  • Received:2005-05-14 Revised:2005-09-20 Online:2006-02-15 Published:2006-02-15

Abstract:

Assessments on tourist satisfaction about tourism environment is very popular but difficult in the field of tourism environment management.Using the model of American Customer Satisfaction Index(ACSI) for reference,this paper establishes the model of Tourist Satisfaction Index(TSI) on beauty spots.TSI includes six sections: environmental perceptions,tourism expectations,tourism values,tourist satisfaction,tourist complains and tourist loyalty.Its aim is to measure the degree of tourist satisfaction,look for the relevant factors influencing tourist satisfaction,and manage the tourism environment more effectively.This paper applies the model to Huangshan Mountain and finds its TSI is 82.34.The score is high,but it does not match with Huangshan Mountain and many problems still exist in tourism environment.By TSI,from six sections influencing tourist satisfaction,tourism value is the main influencing factor(β32=1.266),then the environmental quality(β31=0.672);the influence of tourist expectations on tourism values and satisfaction index is relatively small(γ21=-0.147,γ31=-0.265 respectively);the relations between tourist satisfaction and loyalty is obvious(β53=0.972),whether a tourist is satisfied or not directly influences whether he is loyal to destination or not.But the influence on tourist complain is small(β43=-0.16),also,if the tourist is not satisfied,perhaps he will not complain.Analyses on factors influencing six sections,the social service environment perception is the main factor influencing environmental perceptions(λ21=0.878),but natural environment is only 0.188;the influence of social service expectations on total tourism expectation is also intensive(λ2=0.94);price perceptions are the very important factor influencing tourism values(λ52=0.913).By this token,in Huangshan Mountain,the natural environment is very good,but reasonable ratio of price to quality must be given,social service environment should be improved,and the transparency of the result of travel complaint should be increased.Finally, the paper adopts multiple linear regression analysis and the model of factor-important deduction to validate.The same conclusions are made.

Key words: tourist satisfaction, index model, tourism environment, Huangshan Scenic Spot