摘要
旅游服务质量是制约旅游业发展的因素之一。为了深入了解这一问题,促进旅游服务质量的改进,通过对历年的数据的分析,从旅游投诉和游客评价2个维度研究了中国旅游服务质量的发展态势,并采用假设检验的方法探讨了影响旅游服务质量的因素及它们的影响程度。
The poor service quality has been limiting the development of tourism in China. With analyzing the statistics of tourism complaints and tourist assessment, the previous status of tourism service quality development is illustrated to improve current service quality in this paper. The factors of affecting tourism service quality and the degree how they can affect are discussed through hypothesis testing.
出处
《旅游论坛》
CSSCI
2009年第6期812-818,共7页
Tourism Forum
关键词
服务质量
旅游投诉
游客评价
旅游人力资本
service quality
tourism complaints
tourist assessment
tourism human resources
