A Research On Tourist Satisfaction Degree Of Cities In Henan Province And Its Promotion Strategy

Since China Tourism Academy has taken measurements on tourist satisfaction of50cities around China in2009, tourist satisfaction are gaining more and more attention. By2012, the China Tourism Academy increased the sample city to60. Some major t ourism provinces, such as Shandong, Fujian, Jiangsu, Zhejiang and Guangdong, have begun to take measurements on their cities’tourist satisfaction one after another, and t hey release the test reports timely. As the leading tourism province in central China,Henan has unique natural and cultural resources. Even through the tourism income has increased the city’s tourist satisfaction did not improved.This study took measurements on the city satiafaction of the top six Henan citys in tourist income in2011, and take further research in city tourist satisfaction by comparative analysis,in hope to find the approaches to promote the Henan city tourist satisfaction.This article based on the research of the definition of customer satisfaction, tourist satisfaction, influencing factors, evaluation model and relevant theories, combine with the study of the formation mechanism of tourist satisfaction and the tourists’ behavior,to build the evaluation model of Henan cities tourist satisfaction. At the same time, to build a city tourist satisfaction evaluation index system. Then use that model and the evaluation index system to make empirical analysis on the top six Henan cities in tourist income in2010via estimates of questionnaire satisfaction, network opinion satisfaction, tourist complaints satisfaction of them, In accordance with the corresponding proportion, the author calculated the overall satisfaction of the six cities.The conclusion is that Luoyang rank first in the overall satisfaction, followed by Zhengzhou,Kaifeng,Jiaozuo,Anyang and Nanyang.Secondly,this article estimated secondary satisfaction index of tourist satisfaction and satisfaction of other perceived quality index, and analysis the actual situation. At last,the author propose policies to promote Henan city tourist satisfaction based on that conclusion such as strengthen the management of tourists expectation, intensify propaganda, enhance the city’s tourism image.