基于游客感知的景区服务质量评价分析——以三峡大坝5a景区为例-evaluation and analysis of scenic area service quality based on tourists perception - a case study of scenic area 5a of the three gorges dam.docxVIP

下载本文档

13
0
约5.82万字
约 65页
2018-08-14 发布于上海
举报
版权申诉

基于游客感知的景区服务质量评价分析——以三峡大坝5a景区为例-evaluation and analysis of scenic area service quality based on tourists perception - a case study of scenic area 5a of the three gorges dam.docx

1、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。。
2、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
3、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
4、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
5、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
6、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
7、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

基于游客感知的景区服务质量评价分析——以三峡大坝5a景区为例-evaluation and analysis of scenic area service quality based on tourists perception - a case study of scenic area 5a of the three gorges dam

AbstractWith the booming development of world tourism development, the space of tourism market expands rapidly, the position and role of traveling scenic are on the rise.In December 2009, opinion of the state council on speeding up the development of tourism “clears thatchanging the way of development, and improving tourism quality to develop the strategic mainstay industry of national economy and modern service industry with peoples better satisfaction.In the new stage, continuous improvement and improving quality are the objective need of tourism development, also are the demand of the comprehensive implementation of the national strategy.Based on SERVQUAL model and PZBs gap analytic model, the paper combined the characteristics of scenic spot to construct the service quality evaluation model of scenic spots.Using the model to evaluate service quality of the three gorges dam, the paper cleared the forming dimensions of service quality evaluation system. The dimensions were in the order of importance to provide reference for inspections partial key of the later scenic spot.The service quality evaluation system was with the empirical analysis to verify applicability of the scenic spot service quality evaluation scale. We found the existing problems including neglecting of the transfer value to tourists, weak service consciousness of scenic spot staff, and lack of scientific management of scenic area facilities and equipment.Then the paper putted forward some methods and aslo provided the basis for sustainable and optimization development of the dam, and had certain reference value in the service quality evaluation of other scenic spots.Key words: scenic spotservice qualitytravelers opinions目录1 绪论 ............................................................................................................... 11.1 研究背景和意义................................................................................ 11.2 研究方法与技术路线........................