The market is booming, but tourists are not satisfied. The "one up and one down" highlights the lack of service

Xinhuanet, Beijing, July 9, special report: Tourism market is hot, but tourists are not satisfied: "One rise and one fall" highlights the lack of service. Xinhua News Agency reporter Jin Xiaoqian. At present, after experiencing the impact of the international financial crisis, my country's tourism industry has begun to enter a new round of comprehensive growth. Industry analysts believe that the overall operating environment of the tourism economy in the first half of 2010 is benign, and the three major tourism markets of domestic, inbound and outbound are growing comprehensively. However, the survey shows that while the tourism market continues to heat up, the satisfaction of national tourists has not improved with the vigorous development of the tourism industry, but has shown a downward trend. Many factors have caused the lack of service, which has discounted the quality of national tourism. Some tourists "come with excitement" but fail to "return with satisfaction." National tourist satisfaction continues to decline. The "National Tourist Satisfaction Survey Report for the Second Quarter of 2010" released by the China Tourism Academy on July 8 shows that the national tourist satisfaction index in the second quarter was 80.05, which was at the "satisfactory" level, but it was 0.04 lower than the first quarter, and it has been declining for three consecutive quarters since the fourth quarter of last year. Especially in the domestic tourism market, the satisfaction of individual and group tourists has declined significantly. The survey shows that the domestic tourist satisfaction index in the second quarter was 84.45, down 5.12 from the first quarter. Among them, the satisfaction index of group tourists was 85.05, down 8.85 from the first quarter, with a large decline. The satisfaction with the tour guide's shopping arrangements, complaint handling, transportation, prices and tourist flow in scenic spots was low; the satisfaction index of individual tourists was 84.12, down 2.41 from the first quarter, and the satisfaction with the overall service level of the city and scenic spots was low. On the other hand, my country's tourism industry is experiencing a new round of comprehensive growth. Statistics show that the three major tourism markets grew comprehensively in the first half of 2010. The industry predicts that the total number of tourists received in the first half of 2010 will reach 1.17 billion, a year-on-year increase of 10%, and the total tourism revenue will reach 730 billion yuan, a year-on-year increase of 15%. The rapid development of the tourism industry should bring better tourism and leisure enjoyment to the people, but why is the satisfaction of tourists declining instead of rising? Public services, prices and scenic spots: tourists have big complaints　With the improvement of living standards and the development of tourism and leisure industries, the enthusiasm of the people to travel is increasing. Self-driving tours during short holidays and weekends, and outbound tours during the Golden Week are becoming fashionable. However, due to the inability of tourism services, many people do not have a good time. 　Beijing citizen Wang Lan told reporters that she likes to go out whenever she has the chance, "There is heaven above and Suzhou and Hangzhou below. However, the influx of tourists from all over the world has made heaven crowded. If there is no orderly and smooth traffic environment, it will only add to the congestion." Another "traveler" Zhou Qi said: "Sanya's scenery is beyond reproach, but the seafood is really overpriced! The price department should work harder to prevent tourists from being deceived."　The survey of the China Tourism Research Institute shows that public services for individual tourists, tourism prices and tourist attractions are the three major factors for the decline in domestic tourists' satisfaction. The satisfaction of tourists in the three aspects has dropped by 0.2, 1.28 and 1.9 respectively compared with the first quarter. 　With the individualization of domestic tourism, tourism public services have begun to affect the quality of tourists' travel more, and the problem of service absence has become increasingly prominent. The reporter learned that in the online survey of the national tourist satisfaction survey, individual tourists were the most dissatisfied with public services, with "inconvenient transportation", "lack of public toilets" and "price management" being the top three keywords; group tourists strongly reflected the service quality, with opinions concentrated on "too long shopping time", "lack of characteristics in scenic spots" and "poor food and accommodation quality". "In the era of mass tourism characterized by individual tourists and self-guided tours, tourists are exposed to every aspect of the city. They evaluate the management level and operation quality of the entire city from the perspective of ordinary people, not traditional tourism resources." said Dai Bin, deputy director of the China Tourism Research Institute. "Satisfying every tourist" is a long way to go. 2010 is the year for improving the quality of tourism services. The growing demand for tourism and leisure by the people has brought many challenges to the tourism industry. How to "satisfy every tourist" is an important issue facing tourism operators. "Domestic tourism is the foundation for the development of my country's tourism industry. The national tourism administrative department and local governments should strengthen guidance, clarify responsibilities, coordinate actions, rely on modern technology, do a good job in creating a basic environment, and focus on solving outstanding problems in the overall environment of tourist destinations, public services for individual tourists, tourism prices and tourist attractions, so that service innovation and product innovation in the tourism industry can develop in a coordinated manner." Dai Bin said. At present, urban tourism services in the northwest region are relatively backward. In this regard, Associate Professor Li Zhongguang, an expert in the tourism industry, suggested that the problem of unbalanced regional tourism development should be taken seriously. The public service system of some western cities needs to be improved. It is necessary to further strengthen the linkage between the tourism industry and the overall development of the city, and strengthen the construction of ecological environment, sanitation, resident friendliness, sense of security, and urban appearance. "The traditional business model is relatively backward and cannot effectively respond to changes in the individual, self-service and urban tourism leisure consumption markets." Dr. Yang Yanfeng, an expert in the tourism industry, said that industry associations should actively build platforms, communicate information, and promote the transformation of traditional tourism from group tours and sightseeing tours to modern tourism dominated by individual tours and leisure tourism, and the transformation of tourism service enterprises from manual operations to information-based operations.