基于质量功能展开的山西旅游目的地经营创新研究

Research on Innovation of Shanxi Tourist Destination Based on Quality Function Deployment

在通过问卷调查收集游客需求信息的基础上,借助质量功能展开(Quality Function Deployment,QFD)方法的"质量屋"分析模型,分析山西旅游目的地现状,探讨山西旅游业经营创新方向。"质量屋左墙"用层次分析法计算了游客各项需求权重;"右墙"把现阶段山西旅游服务水平和竞争对手及游客希望服务作比较,指出了影响游客满意度的关键游客需求;"房间及地板"研究与关键需求相关的经营管理环节,提出山西旅游业应围绕景区经营理念、景区具体规划、政府运营监督以及人员激励机制等4个主要环节进行有针对性的创新改进,提高市场竞争力。

Based on information collected from tourists through a questionnaire survey,supported by house of quality model of the Quality Function Deployment（QFD） method,this paper analyzes the status of Shanxi tourist destinations and probes innovative directions of Shanxi tourism.Left wall of house of quality＂ calculates the weight of each tourist＇s requirements through AHP;Right wall＂ compares service of Shanxi tourism,with competitors and expectations of tourists,and afterwards it points out the key customer demands which impact satisfaction of tourists.Room and floor＂ researches the management aspects which associate with Critical needs,and thus it proposes that Shanxi tourism industry should target in particularly innovation which will enhance the competitiveness of Shanxi tourist destination in four key areas： tourism business philosophy,rational distribution of tourist area,government supervision and staff incentive.