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摘要：景区设施是景区提供旅游服务，进行经营活动的生产资料；是景区提供旅游产品和服务的重要依托和物质基础；更是景区顾客满意度调查研究的关键。根据其用途，景区设施可划分成为基础设施，服务设施和娱乐游憩设施。论文从环境特性，经济特性，社会特性和人本特性出发，以淮安市桃花坞景区设施为例，通过因子分析法，进行分析和评价，找出问题并提出解决方案，使得下一步的规划和管理建设有据可依，提高顾客满意度，最终让淮安市的景区旅游能够在未来拥有更为广阔的舞台。55978
毕业论文关键词：景区设施，顾客满意度，因子分析法
Abstract：In today's society,scenic facilities are means of production that scenic spot can provide tourism services and carry on their business operations. At the same time,it is also an important material basis which scenic spot can provide tourism products and services.Moreover,it is the key area of customer satisfaction survey.According to the usage,scenic facilities can be pided into three parts including infrastructures, service facilities,entertainment and recreation facilities.The paper is based on the environmental characteristics, economic characteristics, social characteristics and characteristics of human nature.Taking Taohuawu,Huaian city scenic facilities as an example,the paper uses the factor analysis.And then,the paper will make an analysis with evaluation ,find out the problem and put forward a plan for improvement.Now,we can offer a basis for next planning and manage developments.Next,we will improve the customer satisfaction,At last but not least,Huaian City Tourism will be able to have a more broad stage in the future.
Keywords:scenic area facilities,customer satisfaction,the factor analysis
目 录
1 绪论 3
2 顾客满意度简述 3
2.1顾客满意度的基本概念 3
2.2顾客满意度的测量 4
3 调研过程 4
3.1 问卷设计 4
3.2 数据收集 5
4 结果分析 6
4.1 游客基本信息分析 6
4.2 淮安市桃花坞景区设施顾客满意度分析 8
4.2.1 描述性分析 8
4.2.2 因子分析 9
5 解决措施 12
5.1 完善电力通讯设施 12
5.2 提高散于景区的娱乐游憩设施的创新性 13
5.3 提高道路交通设施的性能 13
结 论 14
参考文献 15
致 谢 16
附录 17
1 绪论
随着经济的发展，人们不再满足于物质需要带来的生活富裕，精神需要的满足日益成为人们生活的中心。与此同时，广大的80后成员已全部从学校毕业，走入社会，拥有稳定的收入和比较前卫的消费观，必然会最大限度的带动消费。对于继旅游饭店、旅行社和旅游交通后，成为又一新兴业态的旅游景区来说，上述两点必然能大幅度的推动旅游经济快速发展，为整个行业的规模扩大以及提高利润率带来正面的影响。换句话说，未来十年内旅游景区行业将迎来新一轮旅游消费浪潮。