深圳大学学报理工版

刘娟,殷豪,曹可心,等.深圳市不同类型公园服务评价及提升策略[J].深圳大学学报理工版,2021,38(4):433-440.[doi:10.3724/SP.J.1249.2021.04433]
LIU Juan,YIN Hao,CAO Kexin,et al.Service evaluation and promotion strategies for different types of parks in Shenzhen[J].Journal of Shenzhen University Science and Engineering,2021,38(4):433-440.[doi:10.3724/SP.J.1249.2021.04433]

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深圳市不同类型公园服务评价及提升策略

刘娟¹,殷豪¹,曹可心¹,胡诗旸²,欧阳底梅³,陈义勇¹

1)深圳大学建筑与城市规划学院,广东深圳 518060; 2)深圳意向策划设计有限公司,广东深圳 518054; 3)深圳市公园管理中心,广东深圳 518039

关键词：城市规划; 城市公园; 服务质量评价; 网络文本分析; 重要性-满意度分析; 服务需求

Service evaluation and promotion strategies for different types of parks in Shenzhen

LIU Juan¹, YIN Hao¹, CAO Kexin¹, HU Shiyang², OUYANG Dimei³, and CHEN Yiyong¹

1)School of Architecture and Urban Planning, Shenzhen University, Shenzhen 518060, Guangdong Province, P.R.China;2)Shenzhen Intention Design Co. Ltd, Shenzhen 518054, Guangdong Province, P.R.China;3)Shenzhen Park Management Center, Shenzhen 518039, Guangdong Province, P.R.China

Keywords：urban planning; urban park; service quality evaluation; web text analysis; importance performance analysis(IPA); service requirement

DOI: 10.3724/SP.J.1249.2021.04433

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为使城市公园服务贴合公众实际需求,采用社交媒体公园点评文本数据,基于网络文本分析与重要性-满意度分析(importance performance analysis, IPA)方法,研究公众对不同类型公园服务感知及需求差异,探索公园质量提升对策.获取大众点评网络平台上公众对深圳市主要公园的1.5万条共计160万字的点评文本,通过高频词分析建立公园服务评价指标体系.将文本中涉及的公园服务质量的感知要素按照指标体系编码,并以要素出现的频率为重要性,要素评分的均值为满意度,构建不同类型公园的服务质量评价IPA模型.结果表明,深圳的公园在总体环境景观及硬件设施、安全、休憩设施和咨询服务等方面,公众关注度和满意度高; 在配套服务设施与商业和文化等增值管理服务方面,公众仍有较高期待.针对不同类型和不同年代建成的公园,结合公众服务感知及需求差异,从配套基础设施和管理服务等方面提出了针对性的提升策略.

To make urban park servlies meet the practical needs of the public, this paper studies the differences in public perception and demand for different types of park services and explores counter measures to improve the park quality by the online text analysis method and importance performance analysis(IPA)method based on the social media park review text data. There are 15 277 comment texts with 1.6 million words about Shenzhen's major parks from the public comment platfom Dianping.com that are used to establish a park service evaluation index system with high-frequency word analysis. The IPA model of Shenzhen park service quality evaluation is constructed by encoding the park service quality perception elements involved in the text according to the index system and taking the frequency of elements appearing as the importance and the average value of factor evaluation score as satisfaction degree. The results show that the public show higher attention and satisfaction on the overall environmental landscape and hardware facilities, safety, rest facilities and park consulting services in Shenzhen park. The public still have the higher expectations for supporting service facilities and value-added management services such as business and culture. Furthermore, this paper puts forward the targeted improvement strategies from supporting infrastructure and management services for different types of parks and parks built in different eras, combined with the public service perception and demand differences.

引言
1 数据与方法
2 公众对公园服务需求分析
3 公园服务提升策略

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