国内外旅游满意度研究综述

随着旅游景点的不断开发，旅游业的竞争日益激烈，如何提高旅游的满意度受到国内外学者的关注。本文通过对游客满意度的概念、影响因素、指标体系以及模型的综合分析，对游客满意度有了系统的认识；并在对员工满意度的文献进行梳理的基础上，指出其研究取得的成就及存在的不足。通过对国内外有关旅游满意度的研究进展的总结，表明现有关于旅游满意度理论研究的成果主要集中在“游客满意度”和“旅游企业员工满意度”两方面，而关于“旅游地居民满意度”的研究较少，有待更进一步的深入研究。

Summary of Researches on Tourist Satisfaction Home and Abroad

With the continued development of tourist attractions, the competition in tourism has become increasingly fierce, and how to improve tourist satisfaction has gained the attention of scholars home and abroad. Based on the comprehensive analysis of the concept of tourist satisfaction, influencing factors, index system and models, we have formed systematic cognition of tourist satisfaction;Based on the literature review on employee satisfaction, this paper also points out the achievements and shortages of these research. Through the summary of the research progress in tourist satisfaction home and abroad, the paper shows the existing theoretical research findings of tourist satisfaction are mainly in “tourist satisfaction”and “Tourism enterprise employee satisfaction”, while relatively ignoring the research of "residents" satisfaction in destination. Therefore, much work is yet to be done and deepened.