Research On Tourist Satisfaction Improvement Strategies For Shenyang HMWC Industrial Heritage Attraction

With the introduction of the national strategies including urban renewal,and green and low-carbon development,the protection and utilization of industrial heritage has drawn increasing attention.Now tourist needs have become more diversified with a focus shifted from sightseeing to personalized tourism experience while industrial heritage tourism is booming in foreign countries,so such tourism has also stepped into the vision of Chinese tourists.How to make full use of industrial heritage resources and activate old towns through the construction of industrial heritage tourist attractions has long been a significant subject in the urban upgrading of old industrial bases.Hence,the development of the industrial heritage tourism in Shenyang,one of the most important old industrial bases in northeast China,is highly anticipated by tourists.As a typical industrial heritage tourist attraction of Shenyang,HMWC is under pressure to maintain its heritage resource values while also meeting tourist needs,so an empirical study on this scenic spot based on some customer satisfaction research results can help relieve its pressure and provide enterprises with effective strategies to improve tourist satisfaction in industrial heritage attractions.In this thesis,strategies to improve the customer satisfaction of HMWC are explored from the perspective of tourist satisfaction.Based on the tourist perception theory and the customer value theory,"measurement indicators of the tourist satisfaction index model for industrial heritage attractions" is established after the literature review on industrial heritage tourism,tourism experience and tourist satisfaction in conjunction with literature analysis,a questionnaire survey and statistical analysis.By virtue of the customer satisfaction index ACSI model and the structural equation model,the tourist satisfaction of HMWC is analyzed empirically with SPSS and AMOS used for a statistical analysis of the questionnaire results and the calculation of the tourist satisfaction index.The results reveal the following problems in the attraction: poor tour experience resulted from excessively high expectations of tourists,insufficient competition among industrial heritage tourism projects,low-quality tourism services,disconnection of the industrial cultural atmosphere,and over-commercialization.To improve the tourist satisfaction of HMWC,specific strategies are proposed in terms of improving the tourist perception of sightseeing values,focusing on the perceived quality of tourist experience,and guiding tourists to develop a rational tourism expectation.Based on the hypothesis of the customer satisfaction index model,the tourist satisfaction scale of industrial heritage scenic spots is built in this thesis according to the tourist perception theory and authenticity,which can provide some reference for the studies on industrial heritage tourism,and offer management decision support for HMWC and similar tourist attractions to improve their tourist satisfaction.