河南乡村旅游服务质量提升研究——基于SERVQUAL模型分析

Research on Improving Henan Rural Tourism Service Quality——Based on Analysis of the SERVQUAL Model

基于SERVQUAL模型的基本原理,从河南乡村旅游的特点出发,对乡村旅游服务质量的评价要素进行了改进。通过问卷调查、实地考察的方式对河南乡村旅游地进行了服务质量的调研,并根据调研结果进行统计分析,提出需从提供个性化服务、游客投诉管理、服务人员培训、硬件设施建设等四个方面提高河南乡村旅游地服务质量水平。

Based on analysis of the SERVQUAL model ,combining with the characteristics of Henan rural tourism ,rural tourism service quality evaluation factors were improved .Through the questionnaire and on-the-spot investigation to Henan rural tourism on the service quality research ,and according to the research results of statistical analysis ,we should provide personalized service ,improve tourist complaint management ,train service staff ,and construct hardware facilities to improve Henan rural tourism service quality .