Study On The Improvement Of Satisfaction Of Urban Zoo Visitors

Since Cardozo first proposed customer satisfaction in 1965,the research on the customer satisfaction index model has become a hot and cutting-edge topic in the academic circle.Subsequently,the research on customer satisfaction index model by various scholars pushed the application of ACSI model to a wider field.At present,most of the research on satisfaction focuses on manufacturing and service industries,while the research on tourism mainly focuses on hospitality services,such as hotels and transportation,while few studies on zoos are available.At present,urban zoos are facing many challenges that affect tourists' satisfaction,such as backward management,old facilities and peer competition.Therefore,it is urgent to clarify the focus and development direction of future improvement.Therefore,this paper takes the satisfaction of visitors in urban zoos as the starting point to study,and provides reference basis for the improvement and development of zoos from the perspective of tourists satisfaction measurement.Through literature research,the paper USES the Internet to carry out literature retrieval on cnki,weipu journal,wanfang data,etc.,and looks up a large number of literature related to urban zoo,basic theory of customer satisfaction,evaluation model and evaluation method of customer satisfaction,as well as the application in tourism.This paper clarified the related concepts of tourists' satisfaction measurement model,tourists'satisfaction evaluation and urban zoo,understood the development status of domestic tourists' satisfaction research,and selected the most representative American customer satisfaction index(ACSI)model as the basis of the urban zoo tourists' satisfaction evaluation model.On this basis,combined with the development status of urban zoos,a visitor satisfaction evaluation model of urban zoos was constructed,the relationship between the latent variables and the observed variables was clarified,and a multi-level index system was established.The likert scale was used to divide the degree of satisfaction,and a questionnaire survey was conducted to investigate the tourists' satisfaction with hangzhou zoo,so as to obtain relevant information about the tourists' satisfaction.By using Excel,SPSS and SmartPLS to conduct descriptive statistics,reliability test,content statistics,and relationship analysis among variables,it is concluded that the evaluation model of tourists' satisfaction in urban zoos has certain credibility in practical application.Based on the research of this paper,it is found that urban zoo visitors are mainly parent-child families in and around the city.Through path analysis,it is found that there is a strong negative correlation between perceived quality and perceived value,perceived value and customer satisfaction.,through the analysis of the load coefficient of perceived quality of animals and animal activity impact on the quality of tourists is bigger,show the city zoo or in the future development should be as foothold,animal resources by raising animals show effect,enhancing animal and the interaction of tourists,etc to improve their appeal,improve tourist satisfaction.The main innovation point of this paper is the research object and the research Angle.At present,the most widely used American customer satisfaction index(AC SI)model is widely used in various production and service industries.At the same time,urban zoo as a tourist destination has received little attention from researchers,and there are few studies on zoo development from the perspective of tourists' satisfaction.In the future research,more detailed studies can be carried out on the perception and expectation of tourists of urban zoos,in order to find out the places where there is a big gap between the perception of tourists and the expectation of tourists,discover new or more important factors affecting the satisfaction of tourists,and provide reference for the development of urban zoos from the perspective of meeting the needs of tourists.