旅游服务顾客满意度模型实证研究

作者在文献研究的基础上，构建旅游服务顾客满意度模型，并在广州某餐馆和某宾馆向顾客收集数据，对模型进行实证检验。数据分析结果表明：服务公平性和顾客的消费情感是旅游服务顾客满意程度的重要决定因素；对不同的服务质量属性，实绩和期望与实绩之差对顾客满意度的作用过程不同；顾客的期望对顾客满意度并没有直接影响。

An Empirical Study on Customer Satisfaction of Tourism Services

Based on a literature review, this paper built a new conceptual model on customer satisfaction of tourism services, and tested the model with data collected from customers of a restaurant and a hotel in Guangzhou. The results of data analysis indicate that service fairness and consumption emotions are important determinants of customer satisfaction and the effects of expectations and expectancy disconfirmation on customer satisfaction vary in customers' evaluations on the quality of different attributes. It is found that customers' expectations do not directly effect customer satisfaction.