摘要
随着城镇化发展和大众休闲时代的到来,城市旅游蓬勃发展。城
市旅游使得原本只是本地居民休闲载体的城市公园成为城市一个“对
外的窗口”。城市公园的迅猛发展及人们对其日益增加的依赖性使得
对城市公园的研宄非常有必要性。本文在构建沙滩型城市公园游客满
意度指标体系的基础上,以福州沙滩公园作为对象进行实证研宄。
本文共分为六部分。第一部分为绪论,主要介绍选题背景、研宄
目的和意义、文献综述、研宄方法及技术路线等。第二部分为相关概
念和理论基础,介绍了“城市公园”“沙滩型公园”及“游客满意度”
等概念。本部分重点回顾了“期望不一致理论”和“顾客需求理论”。
“期望不一致理论”以顾客满意度的理论为基础,其运用于游客满意
度的研究是基于游客实际感知与期望水平的差距。“顾客需求理论”
是指顾客的目标、需要、愿望以及期望。第三部分为沙滩型城市公园
游客满意度指标体系的构建。首先,在以科学性、针对性、可测量性
和层次性为原则的基础上,通过查阅文献、访谈园林工作者等方式收
集指标,整理制作《沙滩型城市公园游客满意度指标评估问卷》。采
用德尔菲法,即函询专家,利用专家的专业知识和经验对指标的选取
提出意见和建议,后将专家们的意见整理后匿名再发给专家,如此几
轮,直至有较为集中的意见,统计分析后确定指标。然后,釆用德尔
菲法结合层次分析法,通过专家打分、矩阵分析、一致性检验等确定
m
mm
指标权重。第四部分,是将构建好的指标体系用于福州沙滩公园研宄,
通过实地问卷调查收集数据,对数据进行规范化处理后进行分析。首
先是描述性分析,包括游客社会经济特征分析,游客社会经济特征与
满意度的关系分析;其次是游客满意度的指标分析,通过因子分析法
求得指标综合得分,确定指标排名,分析排名所反映的信息。接着,
通过计算求得游客总体满意度为3.129,说明游客对福州沙滩公园的
总体满意度一般;最后进行IPA分析,判断对游客不满意指标进行改
进的轻重缓急。第五部分对提髙福州沙滩公园游客满意度提出建议,
主要有:配套娱乐设施,增加娱乐项目;重视景观提升,提高绿化效
果;完善服务设施,加强日常养护;优化交通方案,增加公交线路;
创新管理机制,提升服务水平。第六部分是结论与展望,对前文研宄
结果进行归纳总结,同时提出对未来的展望。
关键词:沙滩型,城市公园,游客满意度
IV
沙滩型城市公园游客满意度研宄
ABSTRACT
Upon advent of the mass leisure era, city tourism is flourishing as
urbanization develops. Thanks to city tourism, urban parks, originally
recreational choices for local residents, turn out to be "the windows
between the city and the outside world". With an increasing number of
urban parks and people&39;s more and more dependence on them, it becomes
essential to conduct a study in this field. That&39;s why this thesis comes into
being. Targeted at Fuzhou Beach Park, the document provides an
empirical study following the establishment of appraisal indicator system
of tourists&39; satisfaction in urban beach parks.
This thesis consists of six parts. The first part, Introduction, mainly
provides background of the subject, and study purpose and significance,
in addition to literature summary, exploration methods, and technology
roadmap. The second part sets forth, besides theoretical basis, relevant
concepts, including "urban park","beach park" and "tourists&39; satisfaction".
The theories of "Expectation-Disconflrmation" and of "Customer demand
theory" are the highlights of this part. The former is underpinned by the
theoretical basis of customers&39; satisfaction. Study on tourists&39; satisfaction,
derived from customers&39; satisfaction, depends on the difference between
actual conception and anticipation of tourists. The latter refers to the
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ABSTRACT
customer&39;s goals, needs, desires and expectations. The third part
demonstrates establishment of the appraisal indicator system of tourists&39;
satisfaction in urban beach parks. To begin with, in the principle that a
scientific study on target object should be conducted with measurable
factors level by level, indicators are collected by literature consulting and
interview of garden workers through Q&A (I). Then the Delphi Method,
i.e., expert enquiry, is adopted. With this method, opinions and
suggestions to select indicators are given by experts according to their
expertise and experience, and subsequently will be sent to experts
anonymously after collection. The indicators are not defined until most
experts agree with the result. Upon confirmation of the indicators,
weights of them are figured out by expert scoring, matrix analysis and
consistency test with the Delphi Method and the Analytic Hierarchy
Process. When it comes to the fourth part, the established indicator
system is applied to study on Fuzhou Beach Park. Data is collected by
field Q&A. Analysis is done after standardized data treatment. This part,
firstly, affords descriptive analysis, including analysis of tourists&39; social
and financial characteristics, and analysis of relationship between tourists&39;
social and financial characteristics and tourists&39; satisfaction; secondly, it
provides an analysis of tourists&39; satisfaction indicators. The indicators are
ranked by scoring with factor analysis method. Then an analysis is made
on the ranking implication. After calculation, tourists&39; overall satisfaction
VI
沙滩型城市公园游客满意度研宄
is equal to 3.129. That shows tourists&39; satisfaction of Fuzhou Beach Park
is at moderate level. Subsequently, IPA is proceeded with to figure out the
priorities of unsatisfactory factors pending to be rectified. In the fifth part,
suggestions are raised to improve tourists&39; satisfaction of Fuzhou Beach
Park, mainly including:providing auxiliary recreational facilities, and
introducing more leisure projects; pursuing for improved landscape and
better greening effect;maintaining service facilities, and intensifying daily
management; creating more convenient transport condition, and offering
more accesses; and establishing innovative system, and enricMng park
management models. Finally, the sixth part, Conclusion and Prospect,
sums up the above-mentioned results of study and draws an outlook.
Key Words: beach, urban parks, touristsJ satisfaction
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沙滩型城市公园游客满意度研宄
1绪论
1.1研究背景
1.1.丨我国已进入大众休闲的时代
众所周知,我国人民的物质文化需要日益增长。国民对于物质文化的需要日
益增长带来了大众休闲的时代发展。大众休闲时代的发展体验在两方面,一是假
期休闲。2013年2月18日,国务院发布了《国民旅游休闲纲要(2013-2020年)》,

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