Research results of the survey report on Chinese citizens’ overseas travel satisfaction in the third quarter of 2013

The survey on satisfaction of Chinese citizens traveling abroad in the third quarter of 2013 showed that the overseas travel satisfaction index was 79.63, lower than the 80.24 in the second quarter, close to the "satisfactory" level, with 14 of the 22 sample countries and regions reaching a score of 80 or above. "Satisfaction" level. 1. Satisfaction status of Chinese citizens traveling abroad in the third quarter of 2013. The satisfaction index of Chinese citizens traveling abroad in the third quarter was 79.63, close to the "satisfactory" level. Judging from the composition of the indicators, the satisfaction rate of the questionnaire survey was 77.23, which was basically the same as in the second quarter, and the satisfaction rate of online comments was 86.44, which was lower than the second quarter. Low satisfaction from travel complaints, insufficient Chinese signs and services, and high travel prices are still the main factors affecting satisfaction scores in the past three quarters. Satisfaction with foreign hotel services and tour guide services when traveling abroad is still low. From the perspective of the quality perception of the six elements of tourism, the satisfaction index of overseas tourists towards scenic spots is relatively high (82.4), followed by shopping (81.0), accommodation (80.9), transportation (80.7), culture and entertainment (80.4), and the lowest is Dining (79.7). In addition, satisfaction with travel agency services is also relatively low (78.5). The proportion of overseas tourists surveyed who had complaints dropped from 14.3% in the previous quarter to 12.2%, and the proportion of tourists' complaints also dropped from 2.6% in the previous quarter to 2.2%. Tourists' satisfaction with complaint handling declined, falling to 73.7 from 74.2 in the second quarter. The interviewed tourists said that the possibility of revisiting the destination was basically the same as in the previous quarter, at 72.5. The possibility of choosing this travel agency in the future was also basically the same as in the previous quarter, at 77.3, and the possibility of recommending relatives and friends to visit the destination was also basically the same as in the previous quarter. The index was basically the same as the previous quarter, at 78.4. In terms of online reviews, a total of 33,287 reviews from tourists on sample destination countries and regions were collected in the third quarter, and the online review score was 86.44. Overall, the analysis of online comments shows that tourists have relatively high overall evaluations and recommendations for destination countries. Among them, the online booking system, online booking of travel product prices, shopping services, and shopping environment have the highest satisfaction levels. The second is scenic spots, hotel features and service quality. However, from the perspective of individual tourists, tourists are not very satisfied with the cost-effectiveness of catering, transportation, and leisure and entertainment conditions in foreign destinations. Group tourists are not very satisfied with travel agency services, and are least satisfied with the complaint mechanism of travel agency services. The online comments are generally consistent with the issues reflected in the questionnaire. 2. Analysis of factors influencing satisfaction of Chinese citizens traveling abroad in the third quarter of 2013. In the third quarter of 2013, the average satisfaction levels of Chinese citizens with urban construction, urban management, public industry services and tourism industry services in foreign destinations were 81.06 and 80.37 respectively. , 80.69 and 79.91, basically at a satisfactory level. It is obvious that tourists’ satisfaction with the environment, infrastructure, and management of foreign cities remains at a relatively high level. Tourists' expectations for foreign destinations are higher at 81.18. Compared with actual feelings, satisfaction is slightly lower than expectations at 79.74. The Chinese service level, travel agency service quality and tour guide service quality are all relatively prominent issues. 1. Satisfaction with urban construction remains at a high level. Tourists' satisfaction with landscaping, natural ecology and air quality are relatively high, at 82.45, 82.22 and 82.11 respectively. The satisfaction of each indicator from high to low is: landscaping, natural ecology, air quality, convenience, sanitation facilities, protection of old cities and historical buildings, urban planning and barrier-free facilities. 2. The construction management of the destination needs to be strengthened. Overseas 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, city appearance, cultural atmosphere, citizen image and behavior, sense of security and construction management. Among them, the satisfaction level of folk characteristics is 82.28, while the satisfaction level of construction management is only 77.96, which is lower than the construction management satisfaction level of the previous quarter and is still the lowest among the various indicators of urban management. 3. Public services are relatively complete and airport satisfaction is high. Tourists' satisfaction evaluation of the quality of public services is lower than the previous quarter, but still reaches the "satisfactory" level. Among them, satisfaction with the convenience of credit card swiping at airports and banks is relatively high, at 83.44 and 82.82 respectively. The public service industry satisfaction levels from high to low are: airports, convenience of bank card swiping, power supply system, construction of pedestrian and bicycle lanes, Internet coverage, city buses, mobile phone signal coverage, clarity of traffic signs, water supply and water quality, taxis , self-driving cars, railway stations, long-distance passenger transport, agricultural modernization and industrial tourism services. 4． In the window service industry, the problems of Chinese services and foreign tour guide services are highlighted. In the window service industry such as tourism, the main factors leading to low tourist satisfaction are 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 catering services is also low. "Not used to eating" is the most common complaint among tourists about catering. The loyalty index of group tourists who reported that they would continue to choose this travel agency in the future was 77.27, while the possibility of revisiting the company in the future increased from the previous quarter to 72.54, but the possibility of recommendation decreased to 77.84. Overall, tourists’ loyalty to destinations has not shown significant changes compared to the previous quarter. 3. Tourist satisfaction in 22 destination countries in the third quarter of 2013. Tourist satisfaction in the 22 sample destination countries in the third quarter of 2013, from high to low, is: Canada 82.91, Singapore 82.62, Australia 82.08, Japan 81.97, and the United States. 81.62, Britain 81.52, France 81.31, New Zealand 81.02, Spain 81.00, South Korea 80.94, Russia 80.13, Germany 80.03, Brazil 79.99, Thailand 79.81, Italy 79.52, Malaysia 78.93, South Africa 78.68, Argentina 77.80, Indonesia 77.68, Vietnam 76.54, Philippines 76.43, Cambodia 76.12. From the source of the two components, the ten countries with the highest satisfaction in the questionnaire survey are: Singapore, France, Canada, the United States, Australia, Japan, Spain, the United Kingdom, South Korea, and Russia; the ten countries with the highest satisfaction in the online evaluation of tourists are, in order Yes: Canada, Japan, Australia, United Kingdom, Singapore, New Zealand, Brazil, United States, South Africa, South Korea.