CAJ | 학술논문

在对游客满意度文献梳理的基础上，运用主成分分析法对游客满意度各指标赋权，构建模糊综合评价模型，并基于九寨沟景区的特征及游客满意度理论，以调查问卷的形式获取了能反映游客满意度的相关样本数据对九寨沟景区进行实证分析，得到结果：九寨景区游客综合满意度处于比较满意的层面上，但在各个维度上的游客满意度水平差异比较大，其中景区自然环境、基础设施游客满意度水平高，而景区餐饮住宿游客满意度水平很低。最后基于IPA法为游客满意度提升提出相关策略。
재대유객만의도문헌소리적기출상，운용주성분분석법대유객만의도각지표부권，구건모호종합평개모형，병기우구채구경구적특정급유객만의도이론，이조사문권적형식획취료능반영유객만의도적상관양본수거대구채구경구진행실증분석，득도결과：구채경구유객종합만의도처우비교만의적층면상，단재각개유도상적유객만의도수평차이비교대，기중경구자연배경、기출설시유객만의도수평고，이경구찬음주숙유객만의도수평흔저。최후기우IPA법위유객만의도제승제출상관책략。
Based on reviewing previous researches of tourist satisfaction, using principal component analysis to empower the indicators of tourist satisfaction, a fuzzy comprehensive evaluation model is built. Using questionnaire based on the charac-teristics of Jiuzhaigou valley and tourist satisfaction theory, it obtains the relevant sample data which can reflect the relevant tourist satisfaction to analyze the tourist satisfaction degree of the Jiuzhaigou valley and get the results： overall tourist satis- faction of Jiuzhaigou valley in a relatively satisfactory level, but tourist satisfaction levels in all dimensions are different ; tourist satisfaction level of natural environment and infrastructure are high, while the other aspects are low. Based on IPA method, it proposes related strategies to enhance tourist satisfaction.