Results of the 2013 Chinese Citizens' Overseas Travel Satisfaction Survey

The 2013 Chinese citizens' overseas travel satisfaction survey shows that the annual overseas travel satisfaction index is 78.88, reaching the "basic satisfaction" level. Nine of the 22 sample countries reached the "satisfaction" level of more than 80 points. The 2013 Chinese citizens' overseas travel satisfaction index is 78.88, reaching the "basic satisfaction" level. The indexes from the first to the fourth quarter were 76.58, 80.24, 79.63, and 79.06 respectively, and the overall level fluctuated slightly around the "satisfaction" level of 80 points. From the statistical results of the whole year, the satisfaction of the questionnaire survey is 77.02, and the satisfaction of the online comments is 84.15. The low satisfaction of tourism complaints, the lack of Chinese signs and Chinese services, and the high travel prices are the main factors affecting the satisfaction score of overseas travel. The satisfaction level with the services of foreign hostels and tour guides for overseas travel is still low. From the perspective of the perception of the quality of the six elements of tourism, the satisfaction index of outbound tourists for scenic spots is relatively high (82.2), followed by shopping (81.0), transportation (80.8), accommodation (80.3), culture and entertainment (80.1), and the lowest is catering (79.7). In addition, the satisfaction with travel agency services is also relatively low (78.4). Looking at the whole year, the proportion of outbound tourists complaining is 16%, while the proportion of tourists complaining is only 2.7%. Tourists are not very satisfied with the handling of complaints, only 72.3. The possibility of tourists revisiting the destination is also low, only 73.5. The possibility of tourists choosing the travel agency in the future is slightly higher, 76.9, but the possibility of recommending relatives and friends to visit the destination is higher, 78.1. In 2013, the average satisfaction of Chinese citizens with urban construction, urban management, public industry services and tourism industry services of foreign destinations was 81.13, 80.42, 80.84 and 79.76 respectively, which are basically at a satisfactory level. Obviously, tourists' satisfaction with the environment, infrastructure and management of foreign cities remains at a relatively high level. Tourists have high expectations for foreign destinations, at 81.19. Compared with the actual experience, the satisfaction is slightly lower than the expectation, at 79.12. The problems of Chinese service level, travel agency service quality and tour guide service quality are relatively prominent. The satisfaction with urban construction remains at a high level. Tourists' satisfaction with the landscaping, natural ecology and air quality on site is high, at 82.44, 82.37 and 82.18 respectively. The satisfaction of each indicator from high to low is: landscaping, natural ecology, air quality, convenience, sanitary facilities, protection of old cities and historical buildings, urban planning and barrier-free facilities. The overall satisfaction level of the destination's urban management level is high. Outbound tourists are highly satisfied with the urban management level of the destination country. The satisfaction of each indicator from high to low is folk characteristics, cultural atmosphere, city appearance, citizen image and behavior, sense of security and construction management. Among them, the satisfaction level of folk customs is 82.15, while the satisfaction level of construction management is only 77.90, which is the lowest among all indicators of urban management. Public services are relatively complete, and the airport satisfaction is high. Tourists' satisfaction with the quality of public industry services is 80.84, reaching the "satisfactory" level. Among them, the satisfaction with the convenience of airport and bank card swiping is relatively high, at 83.71 and 83.00 respectively. The satisfaction of public industry service industries from high to low is: airport, bank card swiping convenience, power supply system, construction of pedestrian and bicycle paths, Internet coverage, traffic sign clarity, mobile phone signal coverage, water supply and water quality, urban public transportation, taxis, railway stations, self-driving cars, long-distance passenger transportation, agricultural modernization and industrial tourism services. In the window service industry, the problems of Chinese service and foreign tour guide service are prominent. The factors that lead to low tourist satisfaction in window industry services such as tourism are mainly insufficient Chinese signs and Chinese services, and the quality of foreign tour guide services needs to be improved. Compared with other factors, tourists' satisfaction level with foreign travel agencies is also low. Poor tourism products and services are the aspects that tourists complain most about foreign travel agencies. The loyalty index of group tourists who said they would continue to choose the travel agency in the future was 76.93, while the possibility of tourists revisiting in the future was 73.50 and the possibility of recommending was 78.06. The tourist satisfaction of the 22 sample destination countries in the fourth quarter of 2013 was as follows from high to low: France 80.88, Singapore 80.82, South Korea 80.52, South Africa 80.36, Britain 79.97, Germany 79.88, Japan 79.87, New Zealand 79.61, Australia 79.56, Thailand 79.31, Argentina 79.27, Canada 79.19, the United States 78.60, Russia 78.59, Malaysia 78.54, Spain 78.24, Indonesia 77.61, the Philippines 77.56, Cambodia 76.10, Italy 76.07, Vietnam 75.73, Brazil 74.93. The tourist satisfaction levels of the 22 sample destination countries in 2013 from high to low are: Canada 82.27, France 81.67, New Zealand 81.41, Singapore 81.34, Spain 80.94, Germany 80.83, Britain 80.80, Australia 80.44, Japan 80.01, Italy 79.96, Argentina 79.69, the United States 79.26, South Korea 79.15, South Africa 79.05, Brazil 78.33, Thailand 78.10, Russia 77.91, Malaysia 77.86, Philippines 77.65, Indonesia 76.61, Cambodia 75.42 and Vietnam 74.53.