Research On Tourism Destination Customer Satisfaction Index Evaluation And Decision Support System Based On ACSI Model

Under the conditions of continuous improvement of the market-oriented economy, the enterprise's survival and development is determined by Customer Satisfaction. Business process begins with the needs of customers and end with customer satisfaction, and it forms a closed loop of continuous improvement and innovation system. So more and more companies are paying attention to customer satisfaction measurement and trying to establish their own suitable customer satisfaction measurement system.Since customer satisfaction is a new management concept, it has been not carried out for a long time in our country. At present, compared to manufacturing and other service industries, customer satisfaction research in tourism is relatively lack. As an important part in China's tertiary industry, tourism has significant development opportunities under the sustained and rapid growth environment. Therefore, it is necessary to carried out Customer Satisfaction Index evaluation to tourism enterprises and to guide them to regard improving customer satisfaction as a long-term strategic guidance will be very beneficial to the health and scientific development of our tourism industry. And this is the needs to follow the changes in business strategy of customer satisfaction.However, in the present process of the Customer Satisfaction Index evaluation, there are two unreasonable parts. On the one hand, the choice of evaluation method and building of satisfaction model, there are many unreasonable matters, therefore it is necessary to learn from more mature and international customer satisfaction index model and then combining with its own industry and enterprise features to build customer satisfaction index model. On the other hand is in the results of analysis. As complexity of satisfaction model and computation, it is difficult to implement satisfaction evaluation and compute the outcomes of the issues, and so the need of corporate managers getting customer satisfaction measurement results from the search of decision-making demand is hard to meet.Therefore, on the basis of the comparative analysis of advanced international customer satisfaction index model, this article analyzed the issues of our country's customer satisfaction measurement and put forward countermeasures and suggestions. On this basis, it selected the most representative model, ACSI, as a reference model, according to the idea of SEM and combining the characteristics of the tourism industry and built the Tourism Destination Customer Satisfaction Index model. Then using Taiyuan Jinci as the target of Empirical Study, it used PLS modeling method of SEM, using SPSS 18.0 statistical software to data collected descriptive statistical analysis first,and then using Smart PLS2.0 software to run on the model and evaluate, and then according to the model operation results, it calculated the Customer Satisfaction Index of Jinci Spot. After that, it analyzed the results of calculating combining the statistical analysis of the questionnaires, and proposed the direction of work for Jinci Spot in the future direction. Finally, on this basis, taking the spirit of enterprise should make full use of modern computer storage and computational advantages in the office, and using concepts of providing practical, convenient and accurate decision-making system for managers, it designed Tourism Destination Customer Satisfaction Index and Decision-making Support System.The content of this research involve the following aspects: the theories of customer satisfaction, customer satisfaction index weighting methods, customer satisfaction modeling, model evaluation and decision support system design. It has an aim to meet the working needs in tourism customer satisfaction index evaluation and searching for decision-making accordance, and to ensure that the tourism enterprises are capable of standing stable in the market competition.