安徽国家湿地公园游客感知服务质量测评

Evaluation of Tourist Perceived Service Quality of Anhui National Wetland Park

国内对湿地公园服务质量研究较少,随着湿地公园建设发展,服务质量问题日渐突出。采用实证研究的方法,通过相关文献和深度访谈构建出理论模型。采用面对面发放调查问卷的形式,利用统计分析软件,运用信度、效度、相关及回归分析、独立样本T检验等方法,测定出影响游客感知服务质量的影响因子以及权重大小,并分析了性别的影响。研究发现:有形性和服务补救性对服务质量有显著正向影响,五个因素的权重大小依次为有形性、服务补救性、美感性、可靠性、保证性。性别对五个因素以及服务质量无显著影响。以上研究,对于安徽国家湿地公园服务质量的提升有参考和借鉴作用。

In this paper the author built a theoretical model by the relevant literature,depth interviews and the method of empirical research.The author test of the influencing factors,weights of tourist perceived service quality and the influence of gender by means of face to face in the form of issuance of the questionnaire,statistical analysis software,the methods of the reliability,validity,correlation,regression analysis and independent samples T-test.The study showed that:tangible and service remedial has significant and positive influence on service quality.The weights of five factors are tangible,service remedial,aesthetic,reliability and assurance in order.Gender has no significant effect on five factors and service quality.The study can upgrade service quality of Anhui national wetland park.