通过服务价值-满意度理论框架分析香港旅游研究机构对旅游服务的历史数据,说明以香港酒店与景区为代表的中高端国际旅游市场的满意度测量指标确实存在权重差异.根据 IPA服务质量-重要性矩阵分析法,揭示酒店的整体服务质量位于"低优先级"象限,表明服务质量外的其他因素也会影响酒店服务的满意度.通过服务质量的游客期望、游客感知、货币价值评估、游客特征及文化差异等多个视角研究游客满意度,进一步拓展由这些指标组成的旅游满意度模型,并比较各指标在酒店业与景区业的权重差异.希望本研究拓展的指标体系能对促进国际旅游服务及中高端国际旅游的评估具有战略层面的意义.%Historical data collected by analyzing the tourism research institute of Hong Kong to tourism service through the theoretic frame of Service Value-Satisfaction Theory indicate Hong Kong hotel and scenic spots as representative for the satisfaction measurement index of the middle and high-end international tourism market exist weight difference.According to IPA Service Quality-Importance Matrix Analysis, it reveals the overall service quality of the hotel lies in "Low Priority" quadrant, and it also shows in addition to service quality, the other factors may affect the satisfaction of hotel service.We should research on the tourists`satisfaction from a variety of perspectives, such as tourist expectation for service quality, tourist perception, monetary value assessment, tourist characteristics, and cultural difference, further expand the sectoral model for tourism satisfaction index, and compare the weight difference of each index in the hotel industry and scenic spots.We hope the index system extended by this study can have strategic significance of promoting international tourism service and the assessment of the middle and high-end international tourism market.
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