STRATEGIC THINKING OF PUBLIC SERVICE FACILITIES
OF URBAN TOURISM SYSTEM
Xuefeng Wang
School of Economics and Management, Beijing Jiaotong University, Haidian District, Beijing, 100044, P.R. China
Keywords: Urban tourism public service facilities, AHP, countermeasure.
Abstract: The construction of the system of public service facilities of the urban tourism has become a symbol to
measure the maturity of the urban tourism and the necessary requirement for the city to seek the better and
faster development. This article analyzes the concepts and classifies of urban tourism public service
facilities. With the view of the integrity of urban development and tourism public service facilities, this
article uses the AHP to establish the system of public service facilities of urban tourism, determines the
weight of its constituent elements After studying the construction and the improvement of public service
facilities of urban tourism, it proposes the establishment and the importance of the construction of public
service facilities of the urban tourism.
1 INTRODUCTION
Urban tourism is travel activity which takes the city
as a tourist destination, owing to it has a strong
positive role in many aspects as follows: Adjusting
the industrial structure, Promotion of urban
employment, Meet the recreation needs of residents,
etc. Urban tourism has been arousing attention by
the government and academia, and has gradually
become a hot research topic by scholars. With the
substantial increase in individual travel market and
the individual needs of tourism, establishing a sound
and mature system of public service facilities in
urban tourism becomes a practical necessity, and
also, which has already be a effective mean to guide
and control the city tourism used by the government.
2 THE CONCEPT AND
CLASSIFICATION OF CITY
TOURISM PUBLIC SERVICES
SYSTEM
2.1 Concept Definition
In limited studies at home and abroad, definition and
content of public service facilities on urban tourism
system is still unclear so far.
According to different
service targets, many experts and scholars have
different definitions on system of tourist facilities.
Key concepts and definitions of the current system
of city tourism facilities involved are: Tourism
infrastructure, Tourism reception facilities and
Supporting tourist facilities.
In my opinion, "City tourism public services
system” should define as functional facilities
including accommodation, entertainment, shopping
which can meet the general needs of tourists in the
city. And also, it is a service facilities collection
including tourist information; tourist safety and
security facilities which can meet all tourists’ unique
functional requirements in the tourism process.
2.2 Basic Content
The target groups of the Public service facilities of
urban tourism are tourists who come to urban
destinations and local residents. And the contents of
it concerns to the basic needs named “Food,
housing, transportation, travel, shopping and
entertainment” of visitors to the destination city.
While the Public service facilities of urban tourism
Characterized by its nature of public use, non-profit
management and relative monopoly, and its
construction funds from the public finance. For these
facilities, management and operation, the state has a
corresponding laws and regulations to be
guaranteed.
448
Wang X..
STRATEGIC THINKING OF PUBLIC SERVICE FACILITIES OF URBAN TOURISM SYSTEM.
DOI: 10.5220/0003582004480452
In Proceedings of the 13th International Conference on Enterprise Information Systems (SSTS-2011), pages 448-452
ISBN: 978-989-8425-53-9
Copyright
c
 2011 SCITEPRESS (Science and Technology Publications, Lda.)

2.3 Main Categories
Due to its goal is to meet the basic needs of the
unique features for travel demand of visitors, the
City tourism public services system is in the
intersection of several major systems. According to
the function, it can be roughly divided into five
parts, that’s the parts to meet the basic needs and
functional requirements of tourists. This will be
based on classification of City tourism public
services system was studied.
2.3.1 Tourist Transportation Facilities
Sightseeing car: public services provided in most
tourism developed cities, which plays a significant
role for the individual in a short time to maximize
the understanding of the whole city.
Tourist Centre: It has multiple functions, which
serves as a comprehensive training platform to meet
individual travel needs and promote self-important
travel market.
2.3.2 Tourist Public Information Services
Tourist Information Centre: Multi-functional public
service facilities, which embodies the spirit of
people-oriented and be measured from its layout,
features and specifications.
Tourism public electronic information kiosks: As
an exchange platform of tourists and tourism
enterprises, it helps visitors with comprehensive,
timely information on various types of tourism.
Travel Network Information Platform: Build and
perfect Channels of tourism public information
services to promote the online travel information
publishing.
Tourism Call Centre (inquiries, complaints):
Convenient for visitors to check travel information
and complaints.
Travel Information Publications: Tourist-
oriented publications, an important way to
understand the city image for tourists.
2.3.3 Travel Financial Services
Currency exchange facilities: Facilitate the exchange
transaction for Chinese and foreign tourists, it can be
measured from its number, location and hours of
operation.
Credit Card: To provide a variety of services to
domestic and foreign tourist.
ATM: Bring great convenience to tourists,
measured from the number and distribution.
Travel insurance: Protect the safety and interests
of tourists and tourism enterprises.
2.3.4 Tourist Security Facilities
Travel Safety Equipment: The crucial factor of
Tourist Security facilities, directly related to the
safety of tourists.
Travel Emergency Assistance Centre: It has a
great guarantee and plays an important role for
tourism accidents due to its sensitivity, speed,
coverage, etc.
2.3.5 Tourist City Services
City leisure and cultural facilities: the important
aspect of leisure and culture for the tourists
Travel identification system: It has an important
influence for the tourists about the impression of the
city, measured mainly from the identification card
distribution and mark-up language.
Tourism toilets: It Is an important factors to
assess urban development, evaluated by its quantity,
distribution, health status, etc.
3 EVALUATION OF CITY
TOURISM PUBLIC SERVICES
SYSTEM
3.1 Evaluation Index System
Taking the main components and their importance
Into account, the City tourism public services
system‘s target layer is the key construction facilities
(A) and rule layer concludes Tourist Transportation
Facilities (C1), tourist public information facilities
(C2), tourism financial services facilities (C3),
tourist safety and security facilities (C4) and the
tourist city services (C5).And its object layer is the
sightseeing car (P1), tourism Distribution centre
(P2), Tourist Information Centre (P3), the electronic
information kiosk public tourism (P4), tourism
information network platform (P5), Tourism Call
Centre (P6), tourist information publications (P7),
foreign exchange facilities (P8), credit card (P9),
ATM (P10), travel insurance (P11), travel safety
equipment (P12), travel emergency rescue system
(P13), urban leisure and cultural facilities (P14),
travel identification system (P15) and tourism toilets
(P16). Therefore, a fairly complete evaluation
criteria constituted based on the above and the
evaluation system was established, while, the first
layer is the key construction program facilities
STRATEGIC THINKING OF PUBLIC SERVICE FACILITIES OF URBAN TOURISM SYSTEM
449

(Figure 1, Table 1)
Figure 1: Evaluation system of Public service facilities of
urban tourism.
Table 1: Factors of Evaluation System of Public service
facilities of urban tourism.
Number Contents
A the key construction facilities
C1 Tourist Transportation Facilities
C2 tourist public information facilities
C3 tourism financial services facilities
C4 tourist safety and security facilities
C5 the tourist city services
P1 the sightseeing car
P2 tourism Distribution centre
P3 Tourist Information Centre
P4
the electronic information kiosk public
tourism
P5 tourism information network platform
P6 Tourism Call Centre
P7 tourist information publications
P8 foreign exchange facilities
P9 credit card
P10 ATM
P11 travel insurance
P12 travel safety equipment
P13 travel identification system
P14 urban leisure and cultural facilities
P15 travel identification system
P16 tourism toilets
3.2 Weight Analysis of Evaluation
Index System
As the five factors in Evaluation index system of the
City tourism public services system play a different
role in urban construction, we should give proper
weight based on their role and impact. This paper
adopts Analytic Hierarchy (AHP) calculate the
weight, with number 1, 3,5,7,9 mark two indicators
before and after, after comparing to the former than
the latter ,then to reach different conclusions with
equally important, slightly important, obviously
important, strongly important, absolutely important.
While, number 2, 4, 6, 8 indicates that the transition
between them, and the weigh of the latter compared
with the former indicated by reciprocal number of
the former compared with the latter.
Through consultation with relevant experts and
aborting the views of the instructor, I’ve established
6 analysis matrixes: A-P matrix as shown in Table 2,
Table 3 is showing the weight index of each factor
in evaluation system of public service facilities.
Table 2: A-C evaluation matrixes.
P C1 C2 C3 C4 C5
C1 1 3 5 2 2
C2 1/3 1 3 2 4
C3 1/5 1/3 1 1/3 1/2
C4 1/2 1/2 3 1 1
C5 1/2 1/4 2 1/3 1
Table 3: Weight of each factor of Evaluation System of
Public service facilities of urban tourism.
Evaluation
factors
Weights
Evaluation
factor
Weights
（C1）
0.376
（P1）
0.333
（P2）
0.667
（C2）
0.254
（P3）
0.418
（P4）
0.104
（P5）
0.168
（P6）
0.240
（P7）
0.070
（C3）
0.064
（P8）
0.192
（P9）
0.418
（P10）
0.123
（P11）
0.267
（C4）
0.195
（P12）
0.333
（P13）
0.667
（C5）
0.110
（P14）
0.171
（P15）
0.388
（P16）
0.441
3.3 Conclusion
From the table of each Weight factor in evaluation
system of public service facilities, we can reach
following conclusions:
In all factors related to city tourism public
services system, The experts judged the order of
their importance were: Tourist transport services
(0.38), tourism public information services (0.25),
tourism safety and security facilities (0.20), financial
services, tourism facilities (0.06) and the tourist city
services (0.11); which shows that Tourist
Transportation facilities and tourist information
facilities, Or call the main considerations in the
construction of tourist facilities are more important
relative to other factors.
A
C1 C4 C5 C3 C2
P2 P1 P3 P4 P5 P6 P8 P9 P10 P12 P13 P14 P15P7 P11 P16
ICEIS 2011 - 13th International Conference on Enterprise Information Systems
450

In the most important factors of transport
facilities, the weight index of Sightseeing car, travel
distribution centres were 0.333, 0.667,which reflects
the importance of Transportation Centre and
matches a growing proportion of the individual also
highlights the individual's needs.
The five means of Information transfer share
different proportions in tourist public information
services facilities, among which, tourist Information
Centre and tourism call centres account for relatively
large proportion, which not only highlights the ways
visitors the diversity of information needs, but also
show that public information services in tourism
should focus on considering the construction of
tourist information centres and travel call centre
building.
Tourist Security facilities also occupy a larger
proportion, which shows that, for its own security
and emergency relief, visitors have great attention.
With multiple tourism security incidents, tourists get
more and more concerned about the operational
efficiency of the emergency relief centre, Therefore,
in considering the safety and security aspects of
tourism, we need to focus on considering the
establishment of emergency relief centre. Among the
city tourist service facilities, the travel identification
system and tourism toilets have a great influence on
satisfaction of tourists, so we should constantly
improve the city's image and tourist satisfaction.
In my opinion, the construction and weight
analysis of the city tourism Public services system,
provides a good idea and direction for the
Government’s decision-making and the
development. Although there may be many
problems, but it has unusual significance for it can
provides a new way and basis on further research. It
also can be used to provide a reference and new
ideas to build outstanding tourist city by analyzing
the construction of facilities and identifying gaps
and directions in cities have excellent travel
conditions.
4 THE COUNTERMEASURES OF
URBAN TOURISM PUBLIC
SERVICE FACILITIES OF
SYSTEM
As important public facilities, urban tourism public
service facilities system is an Indispensable part of
elements of the development of modern tourism.
Whether urban tourism public service facilities
system is perfect or not is an important indicator of
maturity in a city’s tourism. Popularization,
Personalization and normalization
are the
increasingly trend in today's tourist activities, so,
perfect individual travel related services and
facilities is an important part of the market system in
order that tourists can be successfully completed
tours. Due to the lack of local government policy,
inefficient management and a mere formality,
China's urban tourism public service facilities
construction, therefore, should enhance government-
led operation system as the core of the tourism
industry through the government-run co-ordinate
way, which is to promote public service facilities in
urban tourism system construction, but also speed up
the only way to the construction.
4.1 Urban Tourism Public Service
Facilities System Construction is an
Important Part of the” China
Excellent Tourism City”
Launched by the China National Tourism
Administration, the national-wide "China Excellent
Tourism City" activity is government-led and under
the guidance of tourism strategy. The assessment
requirements include outstanding tourist attractions,
infrastructure, services, environment and perfect
tourism function, which are equal to the basic
requirements of the construction for urban tourism
public service facilities.
Overall, the construction of urban tourism public
service facilities system for tourist cities in China
can refer to the selection of Excellent Tourism City
in China, so that it will not only help shape and
enhance the city's image, but also achieve
development for the city in itself in order to make
social and economic progress continuously.
4.2 Urban Tourism Public Service
Facilities System Construction is
Overall Arrangement of City
Planning
As a part of basic services in the city, Public Service
Facilities of Urban Tourism are used for both
tourists and local residents. In addition to provide
tourists for " Food, accommodation, transportation,
travel, shopping, entertainment", the city also
provide tourists with information services, financial
services, security services and other facilities, which
not only bring great convenience for tourists, but
also do good to local residents and promote local
economic development.
STRATEGIC THINKING OF PUBLIC SERVICE FACILITIES OF URBAN TOURISM SYSTEM
451

4.3 The Construction of Urban
Tourism Public Service Facilities
System Requires the Unified
Management of the Government
As a city's public resources, tourism public service
facilities must be managed by different apartment.
The six elements of tourism, "Food,
accommodation, transportation, travel, shopping,
entertainment," belong to different departments, this
management model restricts the coordinated
development of tourism to a large extent. The
operation of Government co-ordinated mode can
collect all forces to speed up the construction of
public service facilities of urban tourism system.
Please produce your figures electronically, and
integrate them into your document.
Therefore, only to ensure the unified
management of urban tourism sustainable and make
public services efficiently to run can the government
reduce external non economy and guarantee the
city's sustainable development.
5 CONCLUSIONS AND
OUTLOOK
As an important part of modern service industry,
tourism industry faces an inevitable trend to upgrade
with changes in consumer demand. Competition
mode has changed from the development of tourism
products to the competitive tourist destination,
whose essence is the overall function and image of
the city.
Developed tourist cities in the world regard the
construction of a complete system of urban tourism
as a basic, overall and strategic policy in city
construction. Urban Tourism Public Service
Facilities System, as still an emerging field of study
related to many departments, many problems of
which still at exploring stage need for further
improvement and perfection.
This paper aims to initiate and lead to the
resonance of other scholars, which arouse concern
about Urban Tourism Public Service Facilities
System, Strengthening in-depth research in this area
continuously.
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