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

Chinese citizens are generally satisfied with their overseas travel in the second quarter of 2013: Britain, Germany and Australia rank in the top three

The survey on the satisfaction of Chinese citizens traveling abroad in the second quarter of 2013 showed that the satisfaction index of traveling abroad was 80.24, higher than 76.58 in the first quarter, reaching the "satisfactory" level. Among the 22 sample countries and regions, 15 reached the "satisfactory" level of more than 80 points. The satisfaction index of Chinese citizens traveling abroad in the second quarter was 80.24, which was at the "satisfactory" level. In terms of the composition of indicators, the satisfaction of the questionnaire survey was 77.75, which was basically the same as in the first quarter, and the satisfaction of online comments was 87.34, which was higher than in the first quarter. The low satisfaction of tourism complaints, the lack of Chinese signs and Chinese services, and the high travel prices are still the main factors affecting the satisfaction score. The satisfaction with the services of foreign travel agencies and tour guides for traveling abroad 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 (82.7), followed by tourism transportation (81.9), shopping (81.6), accommodation environment (80.9), cultural entertainment (80.7), and catering (79.7). The satisfaction with travel agency services is relatively low (79.0). The proportion of outbound tourists who complained dropped from 23.6% in the previous quarter to 14.3%, and the proportion of tourists' complaints also dropped from 4.2% in the previous quarter to 2.6%. Tourists' satisfaction with complaint handling has increased, from 70 in the first quarter to 74.2. The possibility of tourists who said they would revisit the destination has slightly decreased from 77.7 in the first quarter to 72.4. The possibility of recommending relatives and friends to visit the destination is basically the same as in the previous quarter, at 78.4. Tourists' satisfaction with foreign urban environment facilities, management, and service levels remains at a relatively high level. In the second quarter of 2013, the average satisfaction of Chinese citizens with urban construction, urban management, public industry services and tourism industry services in foreign destinations were 82.1, 81.3, 82.0 and 80.2 respectively, all of which were at a satisfactory level. Tourists had high expectations for foreign destinations, at 81.9. Compared with the actual experience, the satisfaction was slightly lower than the expectation, at 80. The problems of Chinese service level, travel agency service quality and tour guide service quality were more prominent. The satisfaction with urban construction remained at a high level. Tourists were highly satisfied with the natural ecological environment, air quality, sanitation and social convenience on site. The satisfaction of each indicator from high to low was: beauty, natural ecology, gardening and greening, information construction, convenience, old city and historical building protection. The sense of security in the destination needs to be improved. Outbound tourists were highly satisfied with the urban management level of the destination countries. The satisfaction of each indicator from high to low was: folk customs, cultural atmosphere, city appearance, citizen image and behavior and sense of security. The satisfaction with sense of security was 80.4, slightly higher than that in the first quarter, and still the lowest among the indicators of urban management. Public services are relatively complete, and the satisfaction with long-distance passenger transport and self-driving services is slightly lower. Tourists' satisfaction with the quality of public services is basically the same as in the first quarter, both reaching the "satisfied" level. Among them, the convenience of using bank cards and airport management are the most satisfactory. The satisfaction of public service industries from high to low is: airport management, convenience of bank card swiping, power supply system, Internet coverage, mobile phone signal coverage, construction of pedestrian and bicycle paths, clarity of traffic signs, urban public transportation, taxis, long-distance passenger transport, and self-driving services. In the window industry, the problems of Chinese services and travel agency services are still 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 service quality of foreign travel agencies needs to be improved. Compared with other factors, the level of satisfaction of tourists with catering services is also slightly lower. "Not used to eating" is the most complained aspect of tourists about catering. The loyalty index of group tourists reflecting that they will continue to choose the travel agency in the future is 77.1, and the possibility of tourists revisiting has decreased from the previous quarter to 72.4, but the possibility of recommendation has increased to 78.4. In general, compared with the first quarter, there is no significant change in tourists' loyalty to destinations. The satisfaction of tourists from sample outbound countries in the second quarter of 2013 from high to low is as follows: Britain 83.39, Germany 83.37, Australia 83.04, Canada 82.54, New Zealand 82.50, Singapore 82.45, France 82.14, Spain 81.86, Italy 81.60, Japan 81.24, South Korea 81.15, the United States 81.11, Argentina 80.69, Malaysia 80.08, Thailand 80.05, Brazil 78.13, Russia 77.90, Philippines 77.66, Cambodia 77.13, South Africa 76.96, Indonesia 76.65, Vietnam 73.91.