基于KANO模型的旅行社顾客满意要素实证研究

An Empirical Study of Customer Satisfaction with Travel Agent Based on KANO Model

基于KANO模型对影响旅行社顾客满意的要素进行分析,并利用南京和开封的调研数据,对满意要素进行了分类。研究结果表明:导游服务和游览活动是提升顾客满意的关键要素,服务诚信和办事效率是消除顾客不满的关键要素。最后,针对研究结论提出相关建议,为改善旅行社服务品质提供决策上的依据。

It analyzes the factors that influence the customers＇ satisfaction with travel agent,and builds the relevant assessment chart.Based on the data from Nanjing and Kaifeng,it establishes a classification model.The outcome proves that the service of the guider and visiting are the key factors to improve customers＇ satisfaction while honesty and efficiency is essential to eliminate the dissatisfaction.Finally,it gives a suggestion for guidance to the travel agent to improve service.