毕业设计（论文）《基于顾客满意度的旅游景区质量管理提升研究》.doc

PAGE PAGE 16 题 目：基于顾客满意度的旅游景区质量管理提升研究 ——以郑州黄河风景名胜区为例 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 摘 要 黄河风景名胜区经过了几十年的发展，经历了人气最旺的八九十年代，如今游客量大幅下降，每年只有五六十万人，且继续成下降趋势，主要原因是景区原有的旅游项目已经不适合当今游客的需求，没有根据游客需求的变化对景区的设施等做出应有的创新。 本文从顾客满意度的角度出发，对黄河风景名胜区的游客满意度进行随机调查，研究如何根据游客满意度和需求方面的变化，结合旅游景区质量管理的相关研究，并根据旅游景区自身的特色，制定适合旅游景区的发展策略，提升景区的质量管理，以达到长期的满足旅游市场需求的目的。 全文共四部分:第一是引言部分，简要介绍本文的研究背景、选题目的和意义、文献综述和研究内容和方法；第二是理论依据，论述了顾客满意度的理论、景区质量管理的相关研究及两者的关系；第三是具体到黄河风景名胜区的顾客满意度调查，结合国家旅游局颁布的质量等级划分与评定中游客意见的调查问卷，对景区内的游客进行随机调查；第四部分是依据对黄河风景名胜区顾客满意调查的结果，通过对结果的分析，结合景区的自身状况，制定黄河风景名胜区质量管理的提升策略。 关键字：黄河风景名胜区 顾客满意度 质量管理 旅游产品 Title The increase of scenic quality management based on the customer satisfaction ???????? ZhengZhou Yellow river scenic area as an example Abstract ZhengZhou Yellow river scenic area has developed for several dozens years and has experienced most prosperous timethe 80s and 90s, but now the number of the tourism begin to decreases, the number is about only 5-6 million people every year in recent years, the main results from that the original traveling can not meet the need of the present tourism, and not change the traveling project to get along with peoples needs. This paper tries to analyze the reasons of the problem and develop strategy according to tourism market situations so that the scenic can better meet the needs of the tourism market in a long run. This paper is divided into four chapters, the first chapter introduces the yellow river scenic areas location and the development status at present, and the purpose and significance of this paper, the second chapter focus on the customer satisfaction ,and the quality management of the scenic ,also the connecting of them, chapter Ⅲ is a part of the customer satisfaction in scenic, we launch a investigate in Yellow river scenic a