【摘要】 节假日自驾游交通拥堵问题已成为自驾游产业发展痛点。为解析交通拥堵感知对节假日自驾游满意度和忠诚度的影响机制，聚焦自驾游线路体验，设计了调查问卷对自驾游客进行调研以获取真实数据。将“拥堵感知”嵌入美国顾客满意度指数(ACSI)模型，运用结构方程模型对自驾游满意度与忠诚度的影响因素和影响路径进行预设及验证。基于模型稳定性检验与路径差异分析，揭示了不同年龄群组间的影响机制差异。结果表明：游客线路期望显著正向影响节假日拥堵感知体验质量，旅游目的地形象显著正向影响节假日拥堵感知体验价值，节假日拥堵感知体验质量是拥堵感知体验价值的关键影响因素，旅游目的地形象和游客线路期望均显著正向影响节假日游客满意度；节假日拥堵感知体验质量和拥堵感知体验价值均对游客抱怨存在显著正向影响，节假日拥堵感知体验价值对游客忠诚度产生显著负向影响；节假日游客满意度的提升会降低游客抱怨、增加游客忠诚度，节假日游客抱怨的增加也会提升游客忠诚度，30岁以下年轻自驾游客的抱怨对忠诚度的作用效果强于30岁以上的自驾游客。本研究对揭示交通拥堵感知对自驾游游客态度的影响具有理论价值，为自驾游研究提供了新视角，同时也能为节假日交通管理提供决策参考。更多还原

【Abstract】 Holiday self-driving traffic congestion has become a pain point for the development of the self-driving tour industry. In order to analyze the influence of traffic congestion perception on satisfaction and loyalty of holiday self-driving tours, focusing on self-driving tours route experience, the questionnaires are designed to survey self-driving tourists to obtain real data. “Congestion Perception” is embedded into the American customer satisfaction index(ACSI) model, and the structural equation modeling is used to presuppose and validate the influencing factors and paths of self-driving satisfaction and loyalty.Based on the model stability test and path difference analysis, the influencing mechanism of different age groups is revealed.The result shows that(1) tourist line expectation significantly and positively affects the perceived holiday congestion experience quality, destination image significantly and positively affects the perceived holiday congestion experience value, the perceived quality of congestion is the key factor affecting the perceived value of congestion, the image of tourist destination and the expectation of tourist route have a significant positive effect on tourist satisfaction;(2) both perceived quality and perceived value of congestion have significant positive effects on tourists’ complaints, while perceived value of congestion has significant negative effects on tourists’ loyalty;(3) the increase of the satisfaction degree of holiday tourists will decrease the complaints of tourists and increase the loyalty degree of tourists, and the increase of the complaints of holiday tourists will also enhance the loyalty degree of tourists, complaints from self-driving tourists under the age of 30 have stronger effect on loyalty than complaints from self-driving tourists over the age of 30. The study has theoretical value in revealing the impact of traffic congestion perception on self-driving tourists’ attitudes, and provides a new perspective for self-driving tourism research.更多还原