Research on Theme Park Customer Satisfaction Based on ECSI Model<br/>—Taking Shanghai Disneyland as an Example

Abstract

In today’s era of consumption upgrading, tourism has become an essential leisure and entertainment activity for the majority of consumers, which has become an important driving force for the booming tourism industry. Tourist satisfaction is crucial to the sustainable operation of tourist attractions. This paper focuses on the theme park customer satisfaction, constructs a conceptual model of theme park customer satisfaction based on the ECSI model, and proposes hypotheses. Shanghai Disneyland is chosen as the object of empirical research, and data are collected through questionnaires, processed and model tested using software to verify the interrelationships between model variables and analyze the findings. Finally, some suggestions are provided for the sustainable operation of the theme park in response to the results of the empirical study.