An Analysis of Public Service Satisfaction of Tourists at Scenic Spots: The Case of Xiamen City

ABSTRACT

The outbreak of the COVID-19 epidemic has greatly hindered the development of the tourism industry. It is urgent for the city to improve the quality of public service in scenic spots, so as to attract more tourists and achieve sustainable development. With a literature review and reference to some guidance, the evaluation indicator system of public service satisfaction of scenic spots was constructed based on the analytic hierarchy process. Then, we distributed two questionnaires to complete the study. The first is the expert questionnaire for the evaluation indicator system. We used YAAHP software to process the questionnaire data and calculated the weight of each indicator, which provided a basis for the following analysis. The second is the questionnaire distributed to tourists of Xiamen. Then, we used the fuzzy comprehensive evaluation method to analyze the satisfaction of public services in scenic spots. The outcomes show that tourists are overall satisfied with the public services of scenic spots in Xiamen. However, there are still some problems, such as lagging information service, inadequate security, and supervision in the scenic spot. Therefore, the city and scenic spots should improve the level of smart tourism service, strengthen the construction of hardware and software facilities, and focus on the protection of tourists' rights and interests.