本文選題：旅游投訴 + 旅游服務質量監(jiān)管　； 參考：《湖南師范大學》2014年碩士論文

【摘要】：隨著旅游產業(yè)的戰(zhàn)略定位,我國的旅游服務質量監(jiān)管上升到了一個新的臺階。加強旅游服務質量監(jiān)管成為各級旅游行政主管部門的一項長期工作。 旅游投訴是衡量旅游服務質量優(yōu)劣的試金石。處理旅游投訴是旅游行政管理部門對旅游服務質量進行監(jiān)管的重要方面。在建設服務型政府的背景下,關注旅游投訴公眾群體對旅游投訴行政處理的滿意度是必然趨勢,也是培育“人民群眾更加滿意的現(xiàn)代服務業(yè)”的內在要求。 長沙市作為優(yōu)秀旅游城市,在旅游服務質量監(jiān)管工作方面取得了長足的進展。本文采用訪談法及統(tǒng)計分析法,通過對長沙市2010年至2012年三年旅游投訴數(shù)據(jù)歸納分析,介紹了長沙市旅游投訴現(xiàn)狀、旅游投訴處理程序,并在梳理大量文獻的基礎上,結合專家深度訪談,構建了旅游投訴處理公眾滿意度評價指標體系。將指標體系運用到長沙市旅游行政主管部門旅游投訴處理的實踐中,用模糊綜合評價法測算了長沙市旅游投訴處理的公眾滿意度得分,結果如下：(1)長沙市旅游投訴處理的總體公眾滿意度得分為74.83,公眾處于“基本滿意”水平；(2)二級指標中,旅游投訴處理程序與手續(xù)方面、處理旅游投訴工作人員服務的熱情和藹方面與主動性方面、嚴格執(zhí)法與一視同仁方面得分均較低；(3)長沙市旅游投訴處理面向的各公眾群體中,滿意度得分由高至低依次為旅游景區(qū)、旅行社、酒店、團隊投訴旅游者、散客投訴旅游者。 最后,本文針對長沙市旅游投訴處理公眾滿意度得分較低的方面,提出了提升公眾滿意度水平的建議：(1)加強服務水平培訓,提高業(yè)務素質；(2)增強責任意識,推進質監(jiān)標準化建設；(3)優(yōu)化投訴處理程序,提高服務效率；(4)加大宣傳力度,引導旅游者合理維權；(5)聯(lián)合政府各部門,打造“大旅游”下的行政服務。
[Abstract]:With the strategic orientation of tourism industry, China's tourism service quality supervision has risen to a new level. Strengthening the supervision of tourism service quality has become a long-term work of tourism administrative departments at all levels. Tourism complaints are the litmus test of the quality of tourism services. Handling tourism complaints is an important aspect of tourism service quality supervision. Under the background of building a service-oriented government, it is an inevitable trend to pay close attention to the satisfaction of the tourist complaint group to the administrative handling of the tourist complaint, and is also the inherent requirement of cultivating "the modern service industry which the people are more satisfied with". Changsha, as an excellent tourist city, has made great progress in the supervision of tourism service quality. In this paper, by means of interview and statistical analysis, the author summarizes and analyzes the data of tourism complaints in Changsha from 2010 to 2012, introduces the present situation of tourism complaints and the process of handling tourism complaints in Changsha, and on the basis of combing through a large number of documents, Combined with in-depth interviews with experts, this paper constructs the evaluation index system of tourism complaints handling public satisfaction. The index system is applied to the practice of tourism complaint handling in Changsha tourism administrative department, and the public satisfaction score of Changsha tourism complaint processing is calculated by fuzzy comprehensive evaluation method. The results are as follows: (1) the overall public satisfaction score of Changsha tourism complaint processing is 74.83, and the public is basically satisfied; (2) in the second level, the process and procedure of handling tourism complaints are analyzed. In terms of hospitality and initiative, strict enforcement and equal treatment of tourism complaints staff members scored lower; (3) among the various public groups for handling tourism complaints in Changsha, Satisfaction score from high to low are tourist attractions, travel agencies, hotels, team complaints tourists, individual complaints tourists. Finally, in view of the low score of public satisfaction in Changsha, this paper puts forward some suggestions to improve the level of public satisfaction: (1) strengthen service level training, improve professional quality; (2) enhance the sense of responsibility. Promote the construction of quality supervision standardization; (3) optimize complaints processing procedures to improve service efficiency; (4) increase publicity to guide tourists to protect their rights reasonably; (5) coalition government departments to create "big tourism" under the administrative services.
【學位授予單位】：湖南師范大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F592.7;F274

【參考文獻】

相關期刊論文 前10條

1 應瑛;壽涌毅;吳曉波;;城市管理公眾滿意度指數(shù)模型實證分析[J];城市發(fā)展研究;2009年01期

2 王采平;李穎;;常州市散客旅游投訴現(xiàn)狀、原因及對策[J];產業(yè)與科技論壇;2008年08期

3 李恕宏;淺析旅游區(qū)域軟件形象建設——對近兩年來旅游投訴的思考[J];池州師專學報;2005年05期

4 陳增明;;社會公眾滿意度測評初探[J];福建商業(yè)高等專科學校學報;2007年01期

5 盛明科;劉貴忠;;政府服務的公眾滿意度測評模型與方法研究[J];湖南社會科學;2006年06期

6 粟凌云;;旅游投訴處理決定的行政可訴性評析[J];桂林旅游高等�？茖W校學報;2006年06期

7 郭為;陳枝;王麗;;旅游投訴、游客評價與服務質量的改進[J];旅游論壇;2009年06期

8 趙明;;傳播學與言語行為理論視域下的涉外旅游投訴處理探析[J];旅游論壇;2010年05期

9 肖學文;回顧消費者權益保護事業(yè)的四個發(fā)展階段[J];工商行政管理;2003年22期

10 安晨曦;;論我國旅游投訴解決機制及其完善——以非訴訟糾紛解決方式為視角[J];安徽農業(yè)大學學報(社會科學版);2012年04期

，

本文編號：2105612