基于旅游者感知的泰安导游人员服务质量评价指标体系构建研究

Study on Construction of Service Quality Evaluation Index System of Taian Tour Guides Based on Tourists' Perception

旅游者是导游服务质量的直接体验者,从旅游者的角度来评价导游人员的服务质量,更有助于发现导游服务过程中存在的质量问题。本文运用修正SERVQUAL评价模型,初步建立起泰安导游人员服务质量评价指标体系,之后征询专家的意见,对初步建立的评价指标体系进行修订,最终确立了用来测量泰安导游人员服务质量的指标体系。

As the tourists experience the tour guide service directly,evaluating the service quality from the tourists＇ point of view more helps us to know problems of the tour guide service.This article uses a revised SERVQUAL model,combining with the specific circumstances of Taian tour guides＇ service,to build a service quality evaluation index system of Taian tour guides.