【摘要】：目前,我國的旅游市場競爭愈演愈烈,景區(qū)的觀賞性已不能滿足旅游消費者對于景區(qū)的需求,更多的消費者把景區(qū)的服務(wù)質(zhì)量作為選擇景區(qū)的首要條件,服務(wù)質(zhì)量與景區(qū)的聲譽和經(jīng)濟效益息息相關(guān)。提高景區(qū)的服務(wù)質(zhì)量不僅是旅游企業(yè)自身發(fā)展的需要,也是消費者對旅游景區(qū)服務(wù)質(zhì)量的更高要求。服務(wù)企業(yè)必須把持續(xù)提高服務(wù)質(zhì)量、更好的滿足顧客需求作為企業(yè)管理的核心和發(fā)展的宗旨。 本文以L海洋館為研究對象,研究了L海洋館服務(wù)質(zhì)量提升問題。論文首先闡述了服務(wù)質(zhì)量研究的背景及意義,分別回顧了服務(wù)、服務(wù)質(zhì)量以及顧客滿意度等相關(guān)的理論,然后介紹了L海洋館的基本情況,并對L海洋館的服務(wù)質(zhì)量現(xiàn)狀進行了分析,通過制定顧客滿意度的調(diào)查問卷對L海洋館游客的滿意度進行調(diào)研,發(fā)現(xiàn)：服務(wù)標準、服務(wù)考核規(guī)則的缺失以及相關(guān)服務(wù)培訓(xùn)工作的不完善是L海洋館服務(wù)質(zhì)量存在的主要問題。論文結(jié)合L海洋館服務(wù)質(zhì)量的實際情況,分別從服務(wù)崗位的調(diào)整、服務(wù)標準的制定、服務(wù)考核規(guī)則的改進、服務(wù)培訓(xùn)系統(tǒng)的創(chuàng)建以及服務(wù)流程的優(yōu)化等方面對L海洋館的服務(wù)質(zhì)量提升體系進行了設(shè)計。最后,通過組織保障、企業(yè)文化建設(shè)和服務(wù)意識提升來對服務(wù)質(zhì)量提升體系的實施進行了保障。
[Abstract]:At present, the competition of tourism market in our country is becoming more and more intense, the appreciation of scenic spots can no longer meet the needs of tourist consumers for scenic spots, more consumers regard the service quality of scenic spots as the primary condition for selecting scenic spots. The quality of service is closely related to the reputation and economic benefits of the scenic spot. To improve the service quality of scenic spots is not only the need of the development of tourism enterprises, but also the higher requirements of consumers to the service quality of scenic spots. Service enterprises must continue to improve service quality, better meet the needs of customers as the core of enterprise management and development purposes. In this paper, the service quality of L aquarium is studied. In this paper, the background and significance of the research on service quality are introduced, and the related theories of service, service quality and customer satisfaction are reviewed respectively, and then the basic situation of L Ocean Museum is introduced. The present situation of service quality of L Oceanographic Museum is analyzed, and the satisfaction degree of tourists in L Ocean Museum is investigated by making a questionnaire of customer satisfaction. The results show that: service standard, The lack of service assessment rules and the imperfection of related service training are the main problems in the service quality of L Oceanographic Museum. According to the actual situation of the service quality of the L Oceanographic Museum, the paper respectively from the adjustment of service posts, the establishment of service standards, the improvement of service assessment rules, The service training system and the optimization of service flow are designed to improve the service quality of the L Oceanographic Museum. Finally, the implementation of service quality promotion system is guaranteed by organization guarantee, enterprise culture construction and service consciousness promotion.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F592.6

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本文編號：2376553