基于游客感知的旅行社服务质量评价模型

Evaluation Model of the Travel Agencies Service Quality Based on Tourist Perception

基于游客感知的旅行社服务质量取决于消费者对服务质量的期望同其实际认知到的服务质量水平二者的对比。旅行社服务质量可从信息咨询、交通、住宿、餐饮、导游员、线路安排、售后等方面进行评价。在评价模型中,线路安排和导游两个要素对服务质量的影响最大,游客获取信息的方便性、旅行社同参团游客的联系、旅行社的广告吸引力等对旅行社服务质量的影响较小。

The service quality of travel agencies is determined by the expectation of tourists and the actual quality perceived by them.The quality can be evaluated by consultation,transportation,accommodation,dining,guides,arrangement and after-services.In the evaluation model,two factors,namely,arrangement of tour and guides,are of the greatest impact on service quality,while three other factors like the convenience of obtained information,the contact between travel agencies and tourists and the appeal of ads by travel agencies are of the fewest impacts.