Received date: 2005-01-10
Revised date: 2005-05-15
Online published: 2005-09-25
Supported by
Key Project of National Natural Science Foundation of China, No. 40435013
Based on the improvement of current international major customer satisfaction index models, and taking the characteristics of tourist attraction into consideration, this paper puts forward a creative model of Tourism Attraction Customer Satisfaction Index (TACSI). It is a structural equation model with casual relationships, which is made up of 7 latent variables and 23 observed variables. There are 11 kinds of positive and negative correlativities among the 7 latent variables. Trunk Hill Park in Guilin is taken as an example in empirical study. By means of LISREL, the test result on TACSI model indicates that the measurement model has high goal dependability since the observed variables have a significant effect on customer satisfaction; the path coefficients between the latent variables are basically consistent with the assumption; and the whole TACSI model has a good goodness of fit. In addition, the authors compare the fitness result of TACSI model with ACSI model, which shows that TACSI model is more feasible because it can explain the variables better than ACSI model.
Key words： tourist attraction; customer satisfaction; index model; LISREL; Guilin
WANG Xia, GU Chaolin, MEI Hu . Tourist Attraction Customer Satisfaction Index Model[J]. Acta Geographica Sinica, 2005 , 60(5) : 807 -816 . DOI: 10.11821/xb200505012
[1] Fornell C. A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 1992, 56(1): 6-21.
[2] Brecka J. The American customer satisfaction index. Quality Progress, 1994, 27(10): 41-44.
[3] Thomson K. The benefits of measuring customer satisfaction. CMA Magazine, 1995, 69: 32-36.
[4] Vasilash G. An overview of ACSI. Quality Progress, 1995, 28(3): 51-53.
[5] David Foster. Measuring customer satisfaction in the tourism industry. Third International & Sixth National Research Conference on Quality Management, 1999.
[6] Shen Xiangyou. Analysis of factors influencing service quality in travel agent and tourist satisfaction. Tourism Tribune, 1999, 14(5): 25-30.
[沈向友. 旅行社服务质量与游客满意度影响因素分析. 旅游学刊, 1999, 14(5): 25-30.]
[7] Wu Xuefei. Study on hotel customer satisfaction measurement system. Zhejiang University Master Dissertation, 2002.
[吴雪飞. 饭店顾客满意度测评指标体系研究. 浙江大学硕士论文, 2002.]
[8] Zhan Li. A study on tourist experience in tourism attractions. Nanjing Normal University Master Dissertation, 2003.
[湛莉. 旅游景区游客体验研究. 南京师范大学硕士论文, 2003.]
[9] Zhou Nianxing. Calculation of tourism social carring capacity. Geography and Geo-Information Science, 2003, 19(2): 102-104.
[周年兴. 旅游心理容量测定. 地理与地理信息科学, 2003, 19(2): 102-104.]
[10] Wang Xia. Study on tourism destination customer satisfaction. Guilin Institute of Technology Master Dissertation, 2004.
[汪侠. 旅游地顾客满意度研究. 桂林工学院硕士论文, 2004.]
[11] Lian Yi, Wang Xia. A case study and application of customer satisfaction evaluation system in tourist destination. Tourism Tribune, 2004, 19(5): 9-13.
[连漪, 汪侠. 旅游地顾客满意度测评指标体系的研究及应用. 旅游学刊, 2004, 19(5): 9-13.]
[12] Millan A, Esteban A. Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, 2004, 25(5): 533-546.
[13] http://www.cnta.com
[14] Tang Xiaofen. Customer Satisfaction Measurement. Shanghai: Shanghai Science and Technology Press, 2001. 1-14.
[唐晓芬. 顾客满意度测评. 上海: 上海科学技术出版社, 2001. 1-14.]
[15] Quality Management Department of General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Chinese Enterprise Study Center of Tsinghua University. Guide to China Customer Satisfaction Index. Beijing: Standard Press of China, 2003. 2-21.
[国家质检总局质量管理司, 清华大学中国企业研究中心.中国顾客满意度指数指南. 北京: 中国标准出版社, 2003. 2-21.]
[16] Liu Xinyan, Liu Yanni, Yang Zhi et al. The construction of a new customer satisfaction index model. Management Review of Nankai University, 2003, 5(6): 52-56.
[刘新燕, 刘雁妮, 杨智 等. 构建新型顾客满意度指数模型. 南开管理评论, 2003, 5(6): 52-56.]
[17] Zhao Haifeng, Wan Difang. Lisrel and artificial neural network modeling comparison research. Systems Engineering- Theory Methodology Application, 2003, 12(3): 262-265.
[赵海峰, 万迪昉. 结构方程模型与人工神经网络模型的比较. 系统工程理论方法应用, 2003, 12(3): 262-265.]
[18] Guo Zhigang. Social Satistics Analysis Approach: SPSS Application. Beijing: Press of Renmin University of China, 1999. 338-385.
[郭志刚. 社会统计分析方法——SPSS软件应用. 北京: 中国人民大学出版社, 1999. 338-385.]
/
| 〈 |
|
〉 |