摘    要  20世纪80年代以来，随着顾客消费观念的转变和市场竞争的加剧，顾客满意度研究被越来越多的学者和经营者关注。伴随着旅游地的不断开发，旅游者选择的机会也越来越多，旅游消费者的需求日益个性化和多样化，旅游业的竞争愈演愈烈，提高市场吸引力和旅游者的重游率成为旅游地可持续发展的关键。90068

本文通过以杭州乐园消费者为调查对象，从消费者产生消费需求动机到消费行为结果的产生，以及对消费的所得感受着手，了解掌握消费过程和影响因素，从而分析消费者对杭州乐园满意程度。

本调查研究通过对数据的统计分析，能够使得杭州乐园开发者和经营者全面了解客户需求，提升消费竞争力，扩大旅游消费市场，对提升消费者满意程度等具有重要意义。而作为一个休闲体育专业的学生，我认为我需要有服务客户意识，并且要本着追求客户全过程满意信赖的高度去理解消费者需求，从而提升我的专业服务水平。

毕业论文关键词：消费者；满意度；客户需求

Since the 1980s, with the change of customer consumption concept and the intensification of market competition, more and more scholars and managers pay attention to customer satisfaction research。 Along with the continuous development of tourism, tourists choose to have more and more opportunities to travel consumers become more and more personalized and persified, increasingly fierce competition in the tourism industry, improve the market attraction and tourist revisit rate has become the key to the sustainable development of tourism destination。

This article through to the Hangzhou Disneyland consumers as the research object, the motivation of consumer demand to consumer behavior results from consumers, and income on consumption experience to understand the process and influence factors of consumption, so as to analyze the consumers of Hangzhou Disneyland satisfaction。

In this research, through the statistical analysis of the data, can make the Hangzhou Park developers and operators comprehensive understanding of customer needs, enhance the competitiveness of tourism consumption, expand the consumer market, has important significance to enhance customer satisfaction。 As a leisure sports professional students, I think I need to have a sense of customer service and customer satisfaction in the pursuit of the whole process of trust height to understand consumer demand, so as to enhance my professional service level。

Keyword: customer；customer satisfaction；consumer demand

目    录

1 前言 6

1。1研究背景与问题提出 6

1。2 研究目的与意义 6

2本研究相关文献综述 7

2。1概念界定 7

2。1。1主题乐园 7

2。1。2消费者 7

2。1。3消费者满意度 8

2。2国内外的研究现状 8

2。2。1主题公园发展历程 8

2。2。2。关于消费者源Q于W优E尔A论S文R网wwW.yOueRw.com 原文+QQ75201,8766 满意度调查的理论和实践研究综述 8

3。研究设计 9

3。1研究对象 9

3。2研究内容 10

3。2。1建立消费者满意度概念模型 10

3。2。2提出相关假设