2012年7月12日,中国旅游研究院在京发布2012年第二季度全国游客满意度报告，认为二季度游客满意度稳中有升，达到79.93的“基本满意”水平。游客感知事关整个城市的环境设施、公共服务和行业服务水平。旅游行业管理、旅行社、旅游价格是长期制约游客满意度的敏感因素，门票等旅游价格满意度的大幅下降是本季度存在的突出问题。

July 12, 2012,China's tourism research institute released in the second quarter of 2012, the national tourist satisfaction report，Think second quarter satisfaction of tourists have increased slowly，79.93“Basic satisfaction”level。Tourists is the whole environment of the city facilities、Public services and service level。Tourism industry management、Travel agency、Tourism is the price has long restricted the satisfaction of tourists sensitive factors，Tickets, etc of the satisfaction degree of the tour prices fell sharply is this quarter existing prominent problems。

　　一、2012年第二季度全国游客满意度总体情况 a、The second quarter of 2012 national overall satisfaction of tourists

　　2012年第二季度全国游客满意度指数为79.93，处于“基本满意”水平，同比和环比分别上升了1.10和0.13，主要原因是入境游客满意度有大幅提升。游客现场问卷、网络评论和旅游投诉的满意度分别为83.36、80.87和58.91。

The second quarter of 2012 national tourist satisfaction index of 79.93，in“Basic satisfaction”level，Respectively year-on-year and annulus comparing rose 1.10 and 0.13，The main reason is the tourist arrivals satisfaction has increased greatly。Visitors the data was、Network comments and tourism of the satisfaction of complaints were 83.36、80.87 and 58.91。

　　1．现场问卷调查：三大市场游客满意度均处于“满意”及以上水平 1. The site survey：Three big market satisfaction of tourists are in“satisfaction”And the level

　　2012年第二季度现场问卷调查的游客满意度处于83.36的“满意”水平，比上一季度下降了0.53。各类型游客的满意度均处于“满意”及以上水平，国内游客满意度与入境游客满意度的差距有所扩大。

The second quarter of 2012 field survey of satisfaction of tourists in 83.36“satisfaction”level，The quarter than down 0.53。Each type of tourists were in the satisfaction“satisfaction”And the level，Domestic satisfaction of tourists and visitors' satisfaction entry gap has expanded。

　　价格是影响国内游客满意度的敏感因素。本季度国内游客满意度处于82.36的“满意”水平，与上季度相比下降1.48。主要原因是国内游客对旅游价格和性价比的满意程度有大幅下降。

The price is the impact the satisfaction of tourists sensitive factors。Domestic satisfaction of tourists in the quarter of 82.36“satisfaction”level，Compared with last quarter fell 1.48。The main reason is the domestic tourist to tour prices and cost-effective satisfaction with a sharp decline。

　　理性预期和品质服务是入境游客满意的双重条件。本季度入境游客满意度为92.39的“非常满意”水平，同比和环比均有大幅提升。主要原因：一是入境游客对国内城市旅游形象等预期趋于理性，二是对交通、餐饮、住宿、购物等行业的满意度有大幅上升。

The rational anticipated and quality service is the double entry tourists satisfied conditions。This quarter tourist arrivals for the satisfaction of 92.39“Very satisfied with”level，Up and all have dramatically annulus。The main reason：One is the entry tourism image of domestic tourists city such as expected tend to be rational，2 it is to traffic、catering、accommodation、Shopping industries satisfaction has increased greatly。

　　出境游客更加注重优质的全面旅游体验而非单纯购物。本季度出境游客满意度处于86.86的“比较满意”水平，同比和环比均有所提升，主要原因是各行业服务和旅游性价比的满意度都有大幅提升。从境外目的地的满意度排名看，本季度前五位的国家为英国、瑞士、西班牙、澳大利亚、加拿大等旅游服务供给较为领先的目的地。

Outbound passengers paying more attention to the quality of comprehensive tourism experience rather than to simply shopping。This quarter outbound passengers in the 86.86 satisfaction“More satisfied with the”level，Up and improve both projects，The main reason is various industries services and tourism performance to price ratio satisfaction has increased greatly。The satisfaction from overseas destination rankings look，The quarter in the top five countries for Britain、Switzerland、Spain、Australia、Canada and tourism services supply a leading destination。

　　2．网络评论调查：旅游行业管理、旅行社、旅游价格仍然是三大突出问题 2. Network comments survey：Tourism industry management、Travel agency、Tour prices is still three prominent problems

　　来自网络评论调查的游客满意度指数处于80.87的“满意”水平，比上季度提升了2.43，主要原因是交通、旅行社的网络评论得分有较大提升。从近三年调查结果看，网络预订、城市和景区三大服务体系满意度最高，处于“非常满意”水平。旅游行业管理、旅行社、旅游价格是调查发现的三大突出旅游问题。

Comments from the network of tourists satisfaction index survey in 80.87“satisfaction”level，During the quarter the ascension than 2.43，The main reason is the traffic、The travel agency the network comments have bigger score ascension。Nearly three years from the survey results look，Network reservation、City and scenic spot three service system of the highest satisfaction，in“Very satisfied with”level。Tourism industry management、Travel agency、Tourism is the price survey found three prominent problems of tourism。

　3．旅游投诉调查：缺乏畅通的投诉受理渠道和有效的投诉处理机制 3. Tourism complaint investigation：The lack of clear channel and effective accept complaint handling complaint mechanism

　　旅游投诉满意度为58.91，投诉程序便捷程度、投诉制度完善程度有所提升，高于以往各期水平但仍处于“不满意”水平。游客更愿意选择网上发帖曝光而不愿意到相关部门投诉维权，投诉受理渠道不畅和投诉处理机制低效是主要原因。

Tourism complaints satisfaction for 58.91，Complaints convenience degree program、Complaints system perfect degree to improve，Higher than previous level but still in each period“Not satisfied with”level。Tourists are more willing to choose and not willing to post online exposure to the relevant departments' complaints，The channel and accept complaint handling complaint mechanism are the main causes inefficient。

　　二、2012年第二季度全国游客满意度影响因素分析 two、The second quarter of 2012 national tourist satisfaction analysis of influence factors

　　游客感知事关整个城市的环境设施、公共服务和行业服务水平，旅游公共服务品质不高是制约本季度和近三年来全国游客满意度的短板。环境设施、公共服务和行业服务的满意度得分为75.96、74.48、74.93，环境设施基本稳定处于“基本满意”水平，公共服务的满意度有所提升，行业服务的满意度略有下降。

Tourists is the whole environment of the city facilities、Public services and service level，Tourism public service quality is not high is restricts the quarter and nearly three years in the national tourist satisfaction short board。Environment facilities、The public service and the satisfaction score of service industry 75.96、74.48、74.93，Environmental facilities in basic stability“Basic satisfaction”level，The public service satisfaction to improve，The satisfaction of service industry has fallen slightly。

　　1．公共服务：旅游市场秩序、旅游投诉系统等评价较低 1. The public service：Tourism market order、Tourism complaints system evaluation is low

　　游客对旅游投诉系统的满意度略有提升，对旅游信息提供、突发事件应急系统的满意度有所下降。“导游佣金曝光”、“旅游大巴事故频发”等事件反映出旅游市场环境还有许多亟待改进的地方。旅游市场的净化，需要加强日常管理而非仅是集中整治。

Visitors to the satisfaction of tourism complaints system slightly ascension，Provide information on tourism、Emergency system satisfaction fell。“Guide commission exposure”、“Tour bus accident frequency”Reflect events such as tourism market environment and many of the need to be improved urgently place。The purification of the travel market，We need to strengthen the daily management, not just focus on regulation。

　　2．行业服务：各行业满意度均处于“一般”水平，价格满意度大幅下降 2. Industry service：All are in various industries satisfaction“general”level，Price satisfaction down dramatically

　　本季度各行业满意度均处于“一般”水平，满意度都有下降，餐饮、景点等下降幅度较大。由于本季度景区门票、油价等的上调带来中国旅游业价格指数的上涨，游客对旅游各环节价格满意度都有所下降，伴随第三季度毕业旅游、休闲避暑出游的增加，机票、酒店等价格的上涨仍将是影响游客感知的敏感因素。

This quarter satisfaction are in various industries“general”level，Satisfaction has dropped，catering、Sites declines greatly。Because this quarter tickets for scenic spot、Such as oil prices rise to bring China tourism price index rising，Tourists every link of tourism drop in price satisfaction，The third quarter with graduation tourism、Summer travel leisure increased，ticket、Hotel prices will still be sensitive factors affects tourists。

　　三、60个样本城市的游客满意度 three、60 of the samples of the city satisfaction of tourists

　　2012年第二季度样本城市游客满意度从高到低依次是：上海86.61、南京85.93、黄山84.54、苏州84.03、沈阳83.31、成都82.74、厦门82.68、重庆82.53、北京82.30、宁波82.11、昆明82.11、无锡82.01、杭州81.56、西安81.47、大连81.31、贵阳81.30、广安81.08、烟台81.03、桂林80.93、珠海80.70、南宁80.45、哈尔滨80.34、济南80.18、长沙80.18、青岛80.14、郑州79.55、广州79.20、合肥79.12、温州79.10、呼和浩特78.93、张家界78.79、洛阳78.71、丽江78.59、西宁78.31、承德78.30、武汉78.18、天津78.02、大同77.99、吉林市77.89、太原77.18、银川77.12、延边76.37、海口76.25、深圳75.81、乌鲁木齐75.66、福州75.54、兰州75.52、拉萨75.25、秦皇岛75.14、九江75.00、石家庄74.71、长春74.64、遵义74.53、北海72.56、南昌71.64、三亚71.41、湘潭70.66、赣州70.41、延安69.58、汕头69.44。

The second quarter of 2012 sample city satisfaction of tourists from high to low in turn is：Shanghai 86.61、Nanjing 85.93、Huangshan 84.54、Suzhou 84.03、Shenyang 83.31、Chengdu 82.74、Xiamen 82.68、Chongqing 82.53、Beijing 82.30、Ningbo 82.11、Kunming 82.11、Wuxi 82.01、Hangzhou 81.56、Xian 81.47、Dalian 81.31、Guiyang 81.30、Waste of 81.08、Yantai 81.03、Guilin 80.93、Zhuhai 80.70、Nanning 80.45、Harbin 80.34、Jinan 80.18、Changsha 80.18、Qingdao 80.14、Zhengzhou 79.55、Guangzhou 79.20、Hefei 79.12、Wenzhou 79.10、Hohhot 78.93、Zhangjiajie 78.79、Luoyang 78.71、Lijiang 78.59、Xining 78.31、Chengde 78.30、Wuhan 78.18、Tianjin 78.02、Datong 77.99、77.89 in jilin city、Taiyuan 77.18、Yinchuan 77.12、Yanbian 76.37、Haikou 76.25、Shenzhen 75.81、Urumqi 75.66、Fuzhou 75.54、Lanzhou 75.52、75.25 Lhasa、Qinhuangdao 75.14、Jiujiang 75.00、Shijiazhuang 74.71、Changchun 74.64、Zunyi 74.53、The north sea 72.56、Nanchang 71.64、Sanya 71.41、Xiangtan 70.66、Ganzhou 70.41、Yanan 69.58、Shantou 69.44。