文科毕业论范文.docVIP

摘要 根据实习单位调查情况，本文主要围绕旅行社顾客满意度这一中心议题进行了初步探讨。文章首先阐述了关于顾客满意、顾客满意度的基本概念内涵，然后进一步阐述了旅游服务质量的内涵及其特征，文章对旅游服务质量在消费者心目中的地位进行了简要说明，明确指出顾客满意度是衡量旅游服务质量的重要指标，接着对目前旅行社顾客满意度现状进行调查分析。在此基础上，作者重点指出了顾客满意度对旅行社生存和发展的重要影响，最后特别提出旅行社关于构建顾客满意度的一些建议和设想。文章还明确地提出要树立创新服务理念，要有系统观念。 关键词： 旅行社 顾客满意度 服务质量 Abstract According to practice an unit inquisition circumstance, this text mainly surrounded travel agency customer satisfaction this center subject to carry on first step a study. The article elaborated first concerning the customer satisfied, the basic concept content of customer satisfaction, then elaborated a tour service content and its characteristic of the quality further, article to tour the service quality carried on a synopsis elucidation in the position in the consumer heart, pointing out definitely customer satisfaction is measure to travel service quality of important index sign, immediately after carry on investigating analysis currently to the satisfaction present condition of the travel agency customer. On this foundation, author’s point pointed out important influence of customer satisfaction to the travel agency existence and the development, the end puts forward travel agency concerning some suggestions which set uo customer satisfaction and conceives specially. The article still puts forward and sets up a creative service principle clearly, wanting systematic idea. Keyword： travel agency；customer satisfaction；service quality 目录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc183510117 引言 4 HYPERLINK \l _Toc183510118 一 、顾客满意度与旅行社服务质量 6 HYPERLINK \l _Toc183510119 （一）顾客满意度 6 HYPERLINK \l _Toc183510120 （二）旅游服务质量 7 HYPERLINK \l _Toc183510121 （三）旅游服务质量的特征及在消费者心中的地位 8 HYPERLINK \l _Toc183510122 1、旅游服务质量一般所具有的特征 9 HYPERLINK \l _Toc183510123 2、旅游服务质量在消费者心中的地位 9 HYPERLINK \l _Toc183510124 （四）顾客满意度是衡量旅游服务质量的重要指标 PAGEREF _Toc183510124 \h 10 HYPERLINK \l _Toc183510125 二、顾客满意度现状调查和案例分析 PAGEREF _Toc183510125 \h 10 HYPERLINK \l _Toc183510126 （一）缺乏游客满意度调研 PAGEREF _Toc183510126 \h 10 HYPERLINK