基于导游细节化服务的游客满意度研究——以庐山风景区为例

Study on Tourists Satisfaction of the Quality of Tourguide Services——Taking Mt. Lu Scenic Spot As a Case

导游服务质量的高低取决于游客的感受即游客的满意度。以庐山风景名胜区的导游服务为研究对象,设计导游服务的细节,通过问卷调查,利用IPA分析法,发现导游人员的态度及亲和力细节服务没有得到游客的认可,而提高导游细节化服务,对提高导游服务质量,对深化旅游产品,对旅游景区美誉度和形象塑造有重要意义。

One of the most important elements of tourism developing sustainably is tour guide services, it passes through the whole services. The object of this paper is Mt. Lu＇s tour guide services, begin with the importance of tour guide services, first of all, analyze the common problems that existed in Mt. Lu, make the best of IPA analysis and get the data of it to study the degree of tourists satisfaction, by the way of questionnaire, then we find some factors could not let tourists satisfaction, not even to want to get the services that desired before. An important role of raising the tour guide services quality ofMt. Lu, the tourists＇ loyalty, the image in tourists＇ eyes, it makes Mr. Lu become the famous brand and scenic spot. And bring up some found questions from the questionnaires, then solves them and puts forward several ways to settle, it＇s significant that raising the degree of tourist satisfaction and tour guide services quality.