A Study On The Satisfaction Of Overseas Tourists In Three Kinds Of Tourist Public Service

Tourism can be seen as an important public service, which is an indispensable part of development of tourism in modern society.Tourism also can be seen an important symbol of measuring maturity of tourism in one city.With the participation of the government and society, China’s tourism has become increasingly important in the development of economy and society.The development and advancement of public service of tourism has caused a wide attention of academics and practitioners, which accelerates public service of tourism to become a important research topic.Currently, the theoretical study of tourism public service in China mainly focuses on connotation,evaluation, government functions, system construction, and several other areas. Based on less research of tourists’ satisfaction, the researches and analysis from the perspective of inbound tourists are rare.This research article uses the project of National Natural Science Foundation (No.41271158):"Travel and destination stream mode and mechanism of coupling factors," and combines qualitative methods with quantitative methods in order to compare the six famous tourist cities with public service of tourism of these cities from the perspective of satisfaction of inbound tourists. To find and research the distinction between current situation of public service of tourism and the development of public service of tourism is the purpose of this research article.Besides, to conclude the universality and regularity of development of tourism public service will be important and necessary to the content of research of tourism public service and the theories of tourism public service. The main research content:1.The construction of satisfaction evaluation of tourism public service. This article uses the evaluations of many scholars (Tourism public traffic, public information, public security) as a tourist city of tourism public service satisfaction survey of foreign content. Based on the reliability, validity and correlation analysis of the questionnaire,to construct the system of satisfaction evaluation of tourism public service by selecting fifteen original secondary indicators.2.The analysis of satisfaction evaluation of tourism public service of inbound tourists. Using analytic hierarchy process to make sure the importance of index. In accordance with formula to account the grades of satisfaction evaluation of tourism public service of inbound tourists,and make a comparison among these six famous tourist cities using quadrant analysis.3.The suggestion of development of tourism public service.In accordance with quantitative analysis, to conclude the advantages and disadvantages between these six famous tourist cities and make a suggestion of development.The conclusion of this article:1. Different cities of inbound tourists have different satisfaction of tourism public service. Overall, there are five famous tourist cities that have good evaluation of satisfaction except Kunming. Based on the factors of economy and society, the evaluation of Kunming has huge gap comparing with other five cities.2. To come up with the target system of satisfaction evaluation of tourism public service. From three first index to see that six famous tourist cities have their own characteristics.The public transport services of Beijing, Shanghai, Guangzhou, Chengdu are good. The public security service of Kunming and Xi’an are good.The public information service of six cities are all underdeveloped.3.The satisfaction evaluation of tourism public service among these six cities are essentially different. From the analysis of fifteen second index to see that every single city has own advantages and disadvantages. There are many aspects that need to develop and promote.4. Based on Quadrant Analysis,this article makes a suggestion of development of public service of six cities. The first quadrat is highly concerned about the area, the main indicators of the diversity of public transportation, city traffic convenience, the ease of transportation and local attractions overall security. The second quadrant is a priority to improve the area. The third quadrant is irrelevant district, felling the quadrant indicators7. They are Internet service perfection, perfection mobile communication services, tourist information in English and other foreign languages to get convenience, tourism logo, navigation information access, effectiveness, information consulting services scenic perfection, free travel and promotional materials easily accessible visitors complaint resolution timeliness respectively. The fourth quadrant is to maintain the advantages of areas, including local and other travel convenience of urban transport, transport facilities and the security of tourism services and facilities of these three indicators.The main innovation of this paper are: 1. To construct the tourists’ satisfaction model of public service. From the perspective of inbound tourists, build inbound tourists’ satisfaction with public services model, and to deduce the model formula. To provide the index system of tourism public service satisfaction evaluation. Based on the satisfaction model, the satisfaction of tourists build on transportation, information, three levels of security, through the three levels and an evaluation index score of inbound tourists, and applying analytical hierarchy process for data processing, six major tourist attraction for the city of inbound tourists’ satisfaction evaluation conducted quantitative research.2. To research from the perspective of six famous tourist cities. This article is limited to break through the limitations of a particular area as a research object, the core of China’s eastern and western tourist city combined six evaluation studies and comparative analysis on China’s tourism public services in a wide range of regional research to supplement.3. To suggest the development of tourism public service of the six major tourism cities. Tourists public service satisfaction rating of six major tourism cities entry analysis, based on its performance and features out of the common, have made feasible countermeasures and suggestions for city tourism public service development and improvement for the six cities were pointed direction. These studies also provide a theoretical reference and guidance for other public services, the construction of urban tourism.