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首页> 外文学位 >Development of a survey measuring visitor satisfaction and service quality of cultural and natural sites in Belize.
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Development of a survey measuring visitor satisfaction and service quality of cultural and natural sites in Belize.

机译：开展一项调查，以衡量游客满意度和伯利兹文化和自然景点的服务质量。

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摘要

The literature suggests that a correlation exists between visitor satisfaction and a visitor's choice to re-experience a product. The higher one's satisfaction level, the more likely he/she is to experience the product again and/or provide positive word-of-mouth advertising to friends and family. The Tian-Cole and Crompton model was chosen because of its acknowledgment and explanation of the differences between Visitor Satisfaction (VS) and Service Quality (SQ) and how their relationship influences satisfaction and contributes to Future Destination Selection.;In addition to identifying a theoretical framework that explains why visitors return, it was necessary to identify a survey methodology to be used in developing the Mountain Pine Ridge Forest Reserve (MPRFR) visitor satisfaction surveys. It was determined that a combination of the Relative Performance Assessment (RPA) and Customer Service Questionnaire (CSQ) was an appropriate survey framework for a visitor satisfaction survey.;As a result of the research, two visitor satisfaction surveys were developed: Intercept Survey and Mail-back Survey. The Intercept Survey will be administered at a MPRFR site. It was designed to be concise and not take much of the visitor's time. This survey will be used to gather general information about visitor characteristics and level of satisfaction while at a site. The Mail-back Survey will be sent to the visitor after their trip so more time can be devoted to answering a more detailed visitor satisfaction survey. This survey asks visitors to indicate what site characteristics are important to them and then rate their satisfaction with each item. Instruments from the report entitled "A Front Country Visitor Study for Grand Staircase-Escalante National Monument" were used as an example of how to format a visitor satisfaction survey and how to use the collected data as a managerial tool.;The two main objectives of this research were accomplished and have established a foundation upon which subsequent research efforts will begin. This work serves as a catalyst to improving Belizean site planning, design, and management by better understanding what site characteristics contribute to visitor satisfaction.
机译：文献表明，访客满意度与访客重新体验产品的选择之间存在相关性。满意度越高，他/她再次体验该产品和/或向亲朋好友提供正面口碑广告的可能性就越大。之所以选择Tian-Cole和Crompton模型，是因为它对访问者满意度（VS）和服务质量（SQ）之间的差异以及它们之间的关系如何影响满意度并有助于未来目的地选择的理解和解释得到了认可。在解释游客为何返回的框架中，有必要确定一种调查方法，以用于开发松岭森林保护区（MPRFR）游客满意度调查。已确定相对绩效评估（RPA）和客户服务问卷（CSQ）的组合是访问者满意度调查的适当调查框架。研究结果是，开发了两个访问者满意度调查：拦截调查和邮件调查。拦截调查将在MPRFR站点进行。它的设计简洁明了，不占用访客太多时间。该调查将用于收集有关访客特征和满意度的一般信息。邮寄回访调查将在他们旅行后发送给访问者，因此可以将更多的时间用于回答更详细的访问者满意度调查。该调查要求访问者指出哪些站点特征对他们来说很重要，然后评估他们对每个项目的满意度。报告标题为“前国家对大楼梯-埃斯卡兰特国家纪念碑的国家游客研究”的工具被用作示例，说明了如何编制游客满意度调查以及如何将收集到的数据用作管理工具。这项研究已经完成，并奠定了后续研究工作的基础。这项工作可以通过更好地了解哪些网站特征有助于提高访客满意度来促进伯利兹网站的规划，设计和管理。

著录项

  • 作者

    Wiberg, Dustin S.;

  • 作者单位

    Utah State University.;

  • 授予单位 Utah State University.;
  • 学科 Landscape Architecture.;Recreation.
  • 学位 M.L.A.
  • 年度 2009
  • 页码 93 p.
  • 总页数 93
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 地下建筑;群众文化事业;
  • 关键词

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