| 摘要: |
| 本文基于旅游者的博文资料，运用内容分析法和重要性—表现分析法（IPA），初步
研究了外国游客对2010年上海世博会的满意度问题。研究发现，外国游客对上海世博
会的满意度主要取决于城市环境、世博会参观质量和游客自身状况3个维度，具体包括
“产品”、“游览环境”、“管理水平”、“其他游客”、“价格”、“形象”、“游客自
身状况”、“外部环境因素”、“配套服务”和“工作人员”等10个概念类属；外国游
客对2010年上海世博会的总体满意度为6.15，属于基本满意水平。基于IPA分析的结果
得出，展出内容的质量、游览环境、工作人员培训以及游客行为等因素是大型活动现
场管理的重点。 |
| 关键词: 上海世博会 Travel Blog 游客满意度 内容分析法 重要性—表现分析法 |
| DOI： |
|
| 基金项目:本文受上海对外经贸大学“ 第二轮央财资助计划（ 2 0 1 3 ~ 2 0 1 5 年） 重点学科建设项目和上海高校一流学科
（培育）建设计划资助。 |
|
| A Research on Foreign Tourists’ Satisfaction with the 2010 Shanghai WorldExpo: Based on Free Comments from Travel Blog |
| WANG Chun-lei,ZHU Hong-bing |
|
| Abstract: |
| Based on the free comments from Travel Blog, applying the methods of content analysis and IPA,
this paper gives a primary research on foreign tourists’satisfaction with the 2010 Shanghai World Expo. The
result shows that foreign tourists’satisfaction with the Shanghai World Expo mainly depends on the three
dimensions: the urban environment, the quality of tourists’visiting to the Expo and their own status, specially,
including“products”“, the environment of visiting”,“management level”,“behaviors of other visitors”,
“price”,“image”,“visitors’own status”,“external environmental factors”,“ancillary services”and“staff”.
Among the above variables, what foreign tourists thought very important and with high satisfaction is“the
products” Shanghai World Expo provided，such as venues, exhibits and activities, etc; what foreign tourists
thought important but with poor performance is“the environment of visiting to the Expo”, mainly including
“crowding”and“queuing time to enter the popular venues”; what foreign tourists thought important and with
the worst performance is“the behaviors of other visitors”; what foreign tourists thought not important but with
the best performance is“the service of staffs”of Shanghai World Expo. It can be concluded that the quality of
display and content, the environment of visiting, visitors’behavior and staff training should be the key points of
on site management of mega events. According to the calculation in the paper, foreign tourists’ overall degree of
satisfaction with the Shanghai World Expo is 6.15, which stays at the basic level of satisfaction |
| Key words: Shanghai World Expo travel blog tourist satisfaction content analysis IPA |
