本文選題：十萬大山國家森林公園　切入點：服務(wù)質(zhì)量　出處：《廣西大學》2014年碩士論文　論文類型：學位論文

【摘要】：十萬大山國家森林公園自然稟賦出眾、區(qū)位優(yōu)勢明顯,是廣西傳統(tǒng)的森林旅游景區(qū)。隨著廣西森林旅游業(yè)的快速發(fā)展,越來越多的國有林場開展森林旅游業(yè)務(wù),廣西傳統(tǒng)森林旅游市場主體面臨的挑戰(zhàn)也隨之增大。國內(nèi)許多旅游景區(qū)將提升服務(wù)質(zhì)量作為提高景區(qū)旅游者總體滿意度的抓手,但森林公園作為生態(tài)類旅游景區(qū)有其天然的脆弱性,片面追求服務(wù)質(zhì)量提升也許會適得其反,因此服務(wù)質(zhì)量提升對于森林公園管理者一直是個棘手問題。 服務(wù)質(zhì)量提升建立在服務(wù)組織對其服務(wù)質(zhì)量具有清晰認識的基礎(chǔ)上。服務(wù)質(zhì)量測評研究由西方學者自20世紀80年代發(fā)起,經(jīng)過數(shù)十年的發(fā)展已取得包括服務(wù)質(zhì)量差距理論在內(nèi)的眾多成果,這些成果中的一部分還被應(yīng)用到旅游業(yè)的實證研究中。 本文基于森林公園旅游者感知,選取十萬大國家森林公園服務(wù)質(zhì)量作為研究對象,以生態(tài)旅游者服務(wù)質(zhì)量期望模型(ECOSERV)為基礎(chǔ)構(gòu)建十萬大山森林公園服務(wù)質(zhì)量測評量表,使用SPSS19.0統(tǒng)計分析工具對十萬大山森林公園旅游者調(diào)查數(shù)據(jù)樣本進行分析。通過因子分析、信度分析等數(shù)據(jù)分析方法獲取十萬大山森林公園服務(wù)質(zhì)量的六個維度：有形性維度、生態(tài)性維度、保證性維度、移情性維度、可靠性維度、響應(yīng)性維度。研究發(fā)現(xiàn)十萬大山國家森林公園服務(wù)質(zhì)量與市場需求存在全方位、顯著性差距,其中服務(wù)質(zhì)量有形性維度和可靠性維度差距最大,本文將其確定為十萬大山國家森林公園服務(wù)質(zhì)量提升的優(yōu)先對象。文章根據(jù)服務(wù)質(zhì)量差距模型分析十萬大山國家森林公園服務(wù)質(zhì)量差距的形成原因,認為森林公園組織結(jié)構(gòu)不合理、森林公園文化獨特性缺失和培訓體系不完善是其主要因素,并提出森林公園組織機構(gòu)改革、加強森林公園文化建設(shè)和完善森林公園培訓體系是十萬大山國家森林公園服務(wù)質(zhì)量提升的首要任務(wù)。
[Abstract]:With the rapid development of forest tourism in Guangxi, more and more state-owned forest farms develop forest tourism business. The challenges faced by the main body of traditional forest tourism market in Guangxi have also increased. Many domestic scenic spots take the promotion of service quality as the grasp to improve the overall satisfaction of scenic area tourists. However, forest park as an ecological tourism area has its natural vulnerability, the one-sided pursuit of service quality may be counterproductive, so the improvement of service quality has always been a thorny problem for forest park managers. The improvement of service quality is based on a clear understanding of service quality by service organizations. The research on service quality evaluation has been initiated by western scholars since 1980s. After decades of development, many achievements, including the theory of service quality gap, have been obtained, some of which have also been applied to the empirical research of tourism. Based on the perception of forest park tourists, the service quality of 100,000 national forest parks is selected as the research object. Based on ecotourism service quality expectation model (ECOSERV), the service quality evaluation scale of Shiwandashan Forest Park is constructed. Using the SPSS19.0 statistical analysis tool to analyze the sample of tourist survey data of Shiwandashan Forest Park. Through factor analysis, reliability analysis and other data analysis methods, six dimensions of service quality of Shiwandashan Forest Park are obtained: tangible dimension. Ecological dimension, assurance dimension, empathy dimension, reliability dimension, response dimension. The study found that there is a significant gap between service quality and market demand in Shiwandashan National Forest Park. Among them, the difference between tangible dimension and reliability dimension of quality of service is the biggest, This paper determines it as the priority object of service quality improvement in Shiwandashan National Forest Park. According to the service quality gap model, this paper analyzes the causes of the service quality gap in Shiwandashan National Forest Park. It is considered that the main factors are the unreasonable organization structure of the forest park, the lack of unique culture and the imperfect training system of the forest park, and the reform of the organization and organization of the forest park is put forward. Strengthening the cultural construction of forest parks and perfecting the training system of forest parks are the most important tasks to improve the service quality of the National Forest Park.
【學位授予單位】：廣西大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：S759.91;F592;F274

【參考文獻】

相關(guān)期刊論文 前10條

1 謝哲根,劉安興,許祖福,陳學堂,陳安統(tǒng);森林公園旅游產(chǎn)品的研究[J];北京林業(yè)大學學報;2000年03期

2 李晶博;鐘永德;王懷c，

本文編號：1568315