發(fā)布時(shí)間：2018-05-06 09:36

  本文選題：旅游景區(qū) + 服務(wù)質(zhì)量　； 參考：《昆明理工大學(xué)》2017年碩士論文

【摘要】：隨著可支配收入的增加以及閑暇時(shí)間的增多,許多人開始將外出旅游當(dāng)成自己習(xí)以為常的休閑娛樂(lè)方式,而地方政府也越來(lái)越重視旅游業(yè)對(duì)區(qū)域經(jīng)濟(jì)、文化的推動(dòng)作用。作為主要的旅游目的地形式,盡管旅游景區(qū)為了應(yīng)對(duì)客流量的壓力,不斷加強(qiáng)景區(qū)的管理體制,但是在旅游服務(wù)過(guò)程中仍然有大量的問(wèn)題和瑕疵亟待解決,比如說(shuō)景點(diǎn)的設(shè)施設(shè)備不完備、旅游六要素食、住、行、游、購(gòu)、娛存在不足、景區(qū)設(shè)計(jì)沒有突顯地方文化特色等。因此,隨著旅游景區(qū)競(jìng)爭(zhēng)的態(tài)勢(shì)的加劇,旅游景區(qū)應(yīng)當(dāng)進(jìn)一步加強(qiáng)其旅游服務(wù)質(zhì)量管理能力,以期在與其他旅游目的地競(jìng)爭(zhēng)中占據(jù)有利位置。為了更好地研究旅游服務(wù)質(zhì)量,本文首先將旅游服務(wù)質(zhì)量有關(guān)的術(shù)語(yǔ)進(jìn)行了闡釋,然后對(duì)國(guó)內(nèi)外旅游服務(wù)質(zhì)量的文獻(xiàn)進(jìn)行回顧。通過(guò)文獻(xiàn)回顧以及對(duì)旅游從業(yè)者、專家等的訪談,確立了以SERVQUAL為基礎(chǔ)的、五個(gè)維度22個(gè)變量的旅游景區(qū)服務(wù)質(zhì)量的評(píng)價(jià)指標(biāo)體系,并根據(jù)旅游景區(qū)自身的特點(diǎn)加以改進(jìn)。同時(shí),通過(guò)模糊綜合評(píng)價(jià)法、多元排序選擇模型等多種方法對(duì)石林風(fēng)景區(qū)的服務(wù)質(zhì)量進(jìn)行分析。本文以云南省石林風(fēng)景區(qū)作為研究案例,通過(guò)投放調(diào)查問(wèn)卷的方式獲得172份有效樣本問(wèn)卷。利用SPSS軟件對(duì)指標(biāo)體系進(jìn)行效度分析、因子分析、信度分析,結(jié)合分析結(jié)果對(duì)評(píng)價(jià)指標(biāo)體系進(jìn)行改進(jìn),從而獲得可行有效的問(wèn)卷指標(biāo)。再者,通過(guò)模糊綜合評(píng)價(jià)法得到基于游客感知的石林景區(qū)服務(wù)質(zhì)量的評(píng)價(jià)值;利用差距分析的方法指出景區(qū)服務(wù)質(zhì)量存在問(wèn)題的關(guān)鍵部分;采用多元排序選擇模型分析各維度指標(biāo)對(duì)景區(qū)服務(wù)質(zhì)量評(píng)價(jià)的影響效果。最后,根據(jù)評(píng)價(jià)結(jié)果從基于SERVQUAL的五大維度和游客期望管理兩個(gè)方面提出提高石林風(fēng)景區(qū)的相應(yīng)措施與建議,并指出了研究中的不足和展望。
[Abstract]:With the increase of disposable income and leisure time, many people begin to take traveling as their usual form of leisure and entertainment, and local governments pay more and more attention to the promotion of tourism to regional economy and culture. As the main form of tourism destination, although the scenic spots, in order to cope with the pressure of passenger flow, constantly strengthen the scenic spot management system, but in the process of tourism service, there are still a lot of problems and defects to be solved. For example, the facilities of scenic spots are not complete, the six elements of tourism eat, live, travel, travel, buy and entertain, the design of scenic spots does not highlight the local cultural characteristics and so on. Therefore, with the aggravation of the competition of scenic spots, tourist attractions should further strengthen their ability to manage the quality of tourism services in order to occupy a favorable position in the competition with other tourist destinations. In order to better study tourism service quality, this paper first explains the terms related to tourism service quality, and then reviews the literature on tourism service quality at home and abroad. Through literature review and interviews with tourism practitioners and experts, this paper establishes the evaluation index system of service quality of tourist attractions based on SERVQUAL and five dimensions and 22 variables, and improves it according to the characteristics of tourist attractions themselves. At the same time, the service quality of Shilin Scenic spot is analyzed by fuzzy comprehensive evaluation method and multivariate ranking selection model. This paper takes Shilin Scenic spot in Yunnan Province as a case study and obtains 172 valid sample questionnaires by placing questionnaires. The validity analysis, factor analysis and reliability analysis of the index system were carried out by using SPSS software, and the evaluation index system was improved by combining the results of the analysis, and a feasible and effective questionnaire index was obtained. Thirdly, the evaluation value of service quality of stone forest scenic spot based on tourists' perception is obtained by fuzzy comprehensive evaluation method, and the key part of service quality problem of scenic spot is pointed out by using gap analysis method. The effect of each dimension index on the quality of service evaluation of scenic spots was analyzed by using multi-element sorting selection model. Finally, according to the evaluation results, the paper puts forward the corresponding measures and suggestions to improve the stone forest scenic spot from the five dimensions based on SERVQUAL and the tourist expectation management, and points out the shortcomings and prospects of the research.
【學(xué)位授予單位】：昆明理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F592.7

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