中文摘要：

以携程和蚂蜂窝的问答文本作为研究样本，综合运用ROSTCM6软件和内容分析法，分析了张家界游客旅游信息需求特征，结果发现，游客的旅游信息需求有个性化、多样化、具体化的特点，游客信息需求可以分为餐饮、住宿、交通、游览、购物、娱乐以及其他7个类别，73个类目。张家界游客旅游信息需求主要分为餐饮、住宿、交通、游览、购物、娱乐和其他7个方面，游客对7个类别的信息需求不同，其中，游览信息需求最高，其次是住宿信息，第三是交通信息需求，餐饮信息需求较低，购物和娱乐信息需求最低。游客对7个类别中不同类目的信息需求有较大差异。

英文摘要：

Based on the data from question-answermodule of Ctrip and Mafengwo, by the integrated use of ROSTCM6 software and content analysis method, Zhangjiajie tourists＇ travel information demand characteristics are analyzed. Results show that tourists＇ travel information demand is personalized, diversified and specific. Information needs of Zhangjiajie tourists can be divided into eating, accommodation, transportation, sightseeing, shopping, entertainment and the other needs, 7 aspects in total, 73 small categories. Information needs of Zhangjiajie tourists are mainly divided into 7 major aspects, eating, accommodation, transportation, sightseeing, shopping, entertainment, and the other, however, tourists＇ need of each of which differs from one another. Tourists sightseeing information is needed most, the second is the accommodation information, the third is the traffic information, the demand for catering information is low, shopping and entertainment information reach the lowest levels. In every aspect, tourists＇ need of each small information category greatly differ from one another.