| As socialism with Chinese characteristics has entered a new era,the principal contradiction facing Chinese society has turned into a contradiction between unbalanced and inadequate development and the people’s ever-growing needs for a better life.At the same time,people’s new expectations for a better life have also put forward new requirements for the current development of tourism.China’s tourism has begun to face the challenges and opportunities of the development of the transformation from quantitative change to qualitative change.This paper uses the first 4235 effective complaints in 2020 by PPP mode in 2016 to 2020 as an analysis sample,from the time,space,content and other aspects of travel complaints characteristics analysis,the study found that Hunan province from 2016 to 2020 characteristics mainly manifested as follows:First,in terms of time:from the perspective of annual performance,the number of tourism complaints has increased year by year,the growth rate is faster than the growth rate of tourist arrivals,and the quality of tourism service has not kept up with the development rate of tourism for a long time;From the perspective of monthly performance,tourism complaints show obvious difference between low and peak seasons.Second,in terms of space,the distribution of tourism complaints is relatively scattered,with a low degree of balance,and there are obvious differences between cold spots and hot spots.It mainly focuses on domestic tourism complaints,especially in eastern and western Hunan.The distribution of tourism market structure and tourism complaint structure shows a trend of differentiation.Specifically,there are many tourists and tourism complaints in eastern Hunan;The total number of tourists in southern Hunan is large,and tourism complaints are few;The total number of tourists in western Hunan is small and there are many tourism complaints.The total number of tourists in central Hunan is small,and tourism complaints are few.The third is the content the main body of tourism complaints is team complaints and individual complaints,and the team complaints have changed to individual complaints;The objects of complaint include travel agencies,tourist attractions,tourist accommodation and tour guides.Among them,tourism complaints against Changsha,Hengyang,Zhangjiajie,Yiyang,Huaihua and Xiangxi Autonomous Prefecture are mainly complaints against travel agencies,while complaints against Zhuzhou,Shaoyang,Yueyang,Changde,Chenzhou,Yongzhou and Loudi are mainly complaints against tourist attractions;The specific problems of complaints are service capacity,operation and management,infrastructure,etc.The factors that affect the characteristics of complaints include:tourism market,leisure time;Space includes:tourist market,tourism factors and non tourism factors;The content includes:travel emergency behavior deviation,travel organizer behavior deviation,travel participant behavior deviation,travel service provider behavior deviation;Based on the above conclusions,suggestions and countermeasures are put forward:First,we should adjust measures to the time and strengthen the market governance in the peak tourism season;Second,we should adjust measures to local conditions and optimize the governance structure of tourism regions;Third,adjust measures to actual conditions and improve the comprehensive tourism service capacity. |
