| 我国旅行社服务质量测评的实证研究 |
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| 引用本文： | 李永利.我国旅行社服务质量测评的实证研究[J].桂林旅游高等专科学校学报,2010(1):76-80. |
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| 作者姓名： | 李永利 |
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| 作者单位： | 韶关学院旅游与地理学院,广东韶关512005 |
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| 摘 要： | 服务质量水平偏低,已成为阻碍我国旅行社业持续健康发展的重要因素之一,要改进服务质量,关键前提是要有效地进行旅行社旅游服务质量评价,确定服务质量的问题所在。因此,主要是从顾客的角度出发,基于服务质量量表,从问卷设计到统计分析,进行旅行社旅游服务质量测评的实证研究。
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| 关 键 词： | 旅行社 服务质量 服务质量测评 |
The Study of Evaluation System on the Service Quality in the Travel Agency in China |
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| LI Yong-li.The Study of Evaluation System on the Service Quality in the Travel Agency in China[J].Journal of Guilin Institute of Tourism,2010(1):76-80. |
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| Authors: | LI Yong-li |
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| Institution: | LI Yong-li(College of Tourism and Geography,Shaoguan University,Shao guan 512005,China) |
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| Abstract: | The poor quality of customer service in the industry of travel agency has become a significant factor crippling a healthy and sustainable development of the industry.The key foundation to improve the service quality is to build an effective evaluation system for the industry.The evaluation system also pins down the problems in the quality of customer services.This letter designed a practical evaluation system to study the service quality in the industry of travel agency from the views of customers.The system is based on the questionnaires survey and analysis to scale the service quality. |
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| Keywords: | travel agency service quality service quality evaluation |
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