数字失能视角下老年智慧旅游服务困境及适老化应对

Dilemmas of Smart Tourism Services for the Elderly from the Perspective of Digital Disability and Aging-Adapted Responses

摘要: 人口老龄化与数字技术深度融合背景下，老年群体的数字失能问题在智慧旅游场景中日益凸显，成为制约“银发旅游”高质量发展的关键瓶颈。本文以数字失能理论为核心视角，构建“情景–路径”分析框架，通过对X地景区的实地调研、问卷调查与深度访谈，系统探究老年群体在智慧旅游全流程中的数字失能特征、形成机制及适老化服务优化路径。研究发现老年游客在智慧旅游中呈现“认知型失能–操作型失能–社会功能型失能”的层级递进结构；主体因素(年龄、受教育程度、数字素养)、客体因素(技术适老化程度、界面友好性)与环境因素(社会支持、制度保障)的动态互构共同导致数字失能的生成；基于此，本文提出“技术适配–服务优化–环境协同”三维适老化应对体系，为政府、景区和旅游平台提供具有操作性的改进策略，以推动智慧旅游适老化发展。

Abstract: Against the background of the in-depth integration of population aging and digital technology, the problem of digital disability among the elderly has become increasingly prominent in the scenario of smart tourism, becoming a key bottleneck restricting the high-quality development of “silver hair tourism”. Taking the digital disability theory as the core perspective, this paper constructs a “scenario-path” analysis framework, and systematically explores the digital disability characteristics, formation mechanism and optimization path of aging-adapted services of the elderly in the whole process of smart tourism through field research, questionnaire survey and in-depth interview in scenic spots of Area X. The study finds that elderly tourists present a hierarchical progressive structure of “cognitive disability-operational disability-social functional disability” in smart tourism, and the three core pain points are difficulties in digital device operation, high failure rate of face recognition, and complex online ticketing processes; the dynamic interaction of subject factors (age, education level, digital literacy), object factors (degree of technology aging adaptation, interface friendliness) and environmental factors (social support, institutional guarantee) jointly lead to the generation of digital disability; based on this, this paper proposes a three-dimensional aging-adapted response system of “technology adaptation-service optimization-environmental coordination”, providing operational improvement strategies for the government, scenic spots and tourism platforms to promote the aging-adapted development of smart tourism.