CAJ | 학술논문

游客满意度是衡量一个城市旅游公共信息服务好坏的重要指标之一，因此，建立满足游客满意度的城市旅游公共信息平台则显得越来越重要。通过对国内外的相关研究表明，城市旅游公共信息服务与游客满意度相关性研究并不多，尤其对于自助游游客满意度的研究。自助游游客的满意度是城市旅游发展的基础。本文通过文献分析法、问卷调查法和因子分析法，以350名选择到杭州旅游的自助游游客调查为基础，对自助游游客的感染特征和游客对杭州旅游公共信息服务的供给现状进行了调查。通过因子分析法，提取出4个城市旅游公共信息服务游客满意度评价因子———旅游基础类信息服务、旅游网络信息服务、旅游咨询信息服务和旅游解说系统服务，可以作为自助游游客评价城市旅游公共信息服务的主要因素，其中旅游基础类信息服务对自助游游客的营销作用最大，旅游解说系统服务的影响最小。研究结论一定程度上有助于城市管理者更加关注城市旅游公共信息服务的建设和游客满意度。
유객만의도시형량일개성시여유공공신식복무호배적중요지표지일，인차，건립만족유객만의도적성시여유공공신식평태칙현득월래월중요。통과대국내외적상관연구표명，성시여유공공신식복무여유객만의도상관성연구병불다，우기대우자조유유객만의도적연구。자조유유객적만의도시성시여유발전적기출。본문통과문헌분석법、문권조사법화인자분석법，이350명선택도항주여유적자조유유객조사위기출，대자조유유객적감염특정화유객대항주여유공공신식복무적공급현상진행료조사。통과인자분석법，제취출4개성시여유공공신식복무유객만의도평개인자———여유기출류신식복무、여유망락신식복무、여유자순신식복무화여유해설계통복무，가이작위자조유유객평개성시여유공공신식복무적주요인소，기중여유기출류신식복무대자조유유객적영소작용최대，여유해설계통복무적영향최소。연구결론일정정도상유조우성시관리자경가관주성시여유공공신식복무적건설화유객만의도。
Tourist satisfaction is one of the important indicators of the soundness of public information service of urban tourism. So, some establishments of public information platform to meet tourist satisfaction are becoming increasingly important. Through literature analysis, questionnaire and factor analysis, this study selects randomly 350 travers in Hangzhou, and does the survey based on the characteristics of self-service tourists and their attitude towards the infection status of public information services of Hangzhou Tourism supply.Through factor analysis, we extracte four evaluation factors of tourist satisfaction for public information services of urban tourism, that is, basic tourism information services, tourism network information services, and tourism commentary system services. This study to some extent helps city managers pay more attention to the construction and tourist satisfaction of public information servicesof urban tourism.