Visitors´ Satisfaction Measurement in the National Park: A Case Study of Zhangjiajie National Forest Park

Author

Luo, Fen ; Zhong, Yongde ; Zhao, Shuming ; Zhang, Yuanxi

Author_Institution

Coll. of Tourism, Central South Univ. of Forestry & Technol., Changsha, China

fYear

2010

fDate

24-26 Aug. 2010

Firstpage

1

Lastpage

4

Abstract

This paper researched on visitors´ pre-visit expectation and reality experience about visitors´ satisfaction in Zhangjiajie National Forest Park, and constructed visitors´ expectation and experience matrix based on IPA (Important-performance analysis) and SWOT (Strength, Weakness, Opportunity and Threat). The findings showed that there were 14 opportunities, 3 strengths, 11 weaknesses and 6 threats according to visitors´ expectation and experience matrix in Zhangjiajie National Forest Park. And it implied that there was good satisfaction of visitors in Zhangjiajie National Forest Park. Finally, some measurements would be put forward for the park.

Keywords

customer satisfaction; ecology; travel industry; SWOT analysis; Strength Weakness Opportunity and Threat analysis; Zhangjiajie National Forest Park; ecotourism; important-performance analysis; visitor pre-visit expectation; visitor reality experience; visitor satisfaction measurement; Biological system modeling; Economics; Education; Forestry; Psychology; Roads; Wildlife;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science (MASS), 2010 International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5325-2

Electronic_ISBN

978-1-4244-5326-9

Type

conf

DOI

10.1109/ICMSS.2010.5577180

Filename

5577180