Customer's Satisfaction Theoretic And Experimental Research Of Theme Park

Theme parks as an emerging tourist industry and effective breakthroughs in resource oriented tourism development mode in traditional tourist industry, playing an increasingly important role. But large theme park investment wave give people more lessons:many theme park have not bring the expected economic benefits, but long-term losing money. One of the important reasons for the current situation in China is the theme park, visitors are static landscape is typically pure sightseeing sexual activity, participatory entertainment project is less,and people easy to be boring. Because of the repeat static landscape, resulting in the power consumption of the visitors and revisit rate is very low.Tourists are the lifeblood of theme park, visitors satisfaction is the fundamental power flow of tourists. Only find the influence of the main theme park tourist satisfaction, improving innovation constantly, and improve quality and competitive amusement rides satisfaction, and the visitors'loyalty and improve tourist visitors want to come to visit, this is the theme park operator survival. At present, the domestic theme park rides on the quality indexes of the research in and emotional factors and customers to customer satisfaction for the influence of the framework, theme park operator identify and improve customer service improvements, willingness to participate, and promote the customers'satisfaction and quality of service provides an important basis.First, find out the theme park, amusement quality, customer satisfaction, customer participation, perception control theory, and the review of customer satisfaction and tourists in the influencing factors. On the basis of literature review, summarized the elements of product of the theme park:(1) image themes, (2) the amusement equipment, (3) interface device, (4) equipment operation, maintenance and security four elements.Take these four elements as evaluation index of amusement quality theme park. Including the hypothesis:visitors expected amusement quality expectations of cognitive performance and inconsistent quality on the theme park, the quality of the theme park, cognitive amusement of cognitive performance and inconsistent quality expectations, Cognitive performance and inconsistent quality expectations of amusement satisfaction, Visitors to the theme park for recreation amusement quality expectations, satisfaction ratings. Visitors to the quality of the theme park of cognitive performance amusement rides, the influence of satisfaction appraisal is obtained through the questionnaire survey to some conclusions, performance evaluation model is direct evaluation model, the amusement satisfaction and overall performance and expect to superior degree of satisfaction model between pleasure and evaluation mode can be more effective evaluation of the theme park rides satisfaction. And by using four amusements quality evaluation indexes can effectively predict theme park of service quality.Considering the multitudinous customer participation in service is very important, especially for theme park, service providers increase customer service by training and competition ability of production. Customer's interesting part may be the final output, but in the process of service, and interactive with the service personnel, also can affect the satisfaction of customers. It should explore the relation between customer participation, emotional and customer satisfaction. Research conclusion shows that: the internal control, involved level, customer socialization and organization support and product knowledge and customers to participate in a negative relationship, organization support product knowledge to perceive control, Organization of emotional support positively related with mood swings, customer socialization, Customer participation behavior is not only a kind of decision control and also is a cognitive control, customer participation is stronger factor than the perception of optional stimulus, customers can lead to customers in control. And the relationship between customer and emotion, here is very significant; When customers more positive emotions, the customer satisfaction will be higher.Considering the gap between theory and practice,at the end of thesis author applied the previous gotten theory into guosetianxiang's theme park daily operation to improve customer satisfaction. According to the theory discussed in chapter 3,customers'satsifation could be enhance by improving theme imagery through culture atmosphere;multi-level choosing leisure equitment; providing very convenient infrastructure. Perfect and reliable amusement equitment operation and safety specification.According to the theory discussed in chapter 4,we can affect positive customers satisfaction factor by increasing interactive service process,improving tourists'experience;advancing tourists'emotion,enhancing control strength, pay more attention to detail service, innovating new service.Success shows that appropriate theory could be found and adopted in the theme park and also support previous academic conclusion. In the end, the author pointed out shortage and suggested future direction.and the author wished the thesis would help and deepen correlation research.