出境游海外领队服务质量测评体系实证研究

发布时间：2018-01-09 18:09

本文关键词：出境游海外领队服务质量测评体系实证研究　出处：《辽宁大学》2014年硕士论文　论文类型：学位论文

【摘要】：进入二十一世纪以来中国公民的出境旅游飞速发展，我国2012年的出境旅游人次达到了7840万，，已成为世界第一大出境消费国。截至2012年2月，全国出境游旅行社数量为1381家，2012年度全国旅行社出境旅游营业收入同比增长40.11%,占全国旅行社旅游业务营业收入总量的30.23%。旅行社出境旅游产品的热销和大多数地区或国家尚未针对中国公民开通自由行业务的客观要求，导致了旅行社中海外领队的数量剧增，同时游客对海外领队服务质量的要求也越来越高。本文立足于服务质量理论研究的角度，分析游客对海外领队服务质量评价的指标，提出了若干提高海外领队服务质量的建议，进而提升旅行社出境游产品的整体质量。本论文主要从五个部分进行论述的，其中第一部分是绪论，主要从研究背景、研究意义、研究思路与方法以及创新点几个方面进行论述的。第二部分是文献综述，主要介绍了服务质量及测评指标理论综述、旅游业服务质量理论综述、导游服务质量理论综述及海外领队的相关概念。第三部分是海外领队服务质量指标体系研究。该部分主要从两个方面进行论述，第一个方面是海外领队服务质量指标体系的构建，另外一个方面是海外领队服务质量指标体系的分析。第四部分是本文最重要的部分，是海外领队服务质量评价指标体系的检验，主要从六个方面进行论述的，第一个方面是具体的检验方法，包括频数分析、相关分析、因子分析、信度及效度分析和回归分析，第二个方面是调研样本的频数分析，第三个方面是对测评指标的纯化，第四个方面是信度与效度分析，第五个方面是海外领队服务质量测评指标权重的确定，最后一个方面是检验后的海外领队服务质量评价指标体系。最后一部分是结论与展望，首先介绍的是本论文的研究成果及结论，其次介绍的是本论文研究的局限及展望。综上所述，本论文是在现有理论的基础之上，对出境游海外领队服务质量测评体系的研究，具有一定的理论意义与现实意义。
[Abstract]:Since 21th century, the outbound tourism of Chinese citizens has developed rapidly. In 2012, the number of outbound tourists in China has reached 78.4 million, which has become the largest outbound consumer country in the world. As of February 2012. The number of outbound tour travel agencies in China was 1 81.The operating income of outbound travel agencies increased by 40.11% year on year in 2012. It accounts for 30.23% of the total operating income of travel agencies in China. The hot sales of outbound travel products of travel agencies and the objective requirements of most regions or countries that have not yet set up free travel business for Chinese citizens. As a result, the number of overseas tour leaders in travel agencies has increased dramatically, and the demand of overseas tour leaders for service quality has become higher and higher. This paper is based on the theoretical study of service quality. This paper analyzes on the evaluation indexes of overseas tour leaders' service quality, and puts forward some suggestions to improve the service quality of overseas tour leaders, so as to improve the overall quality of outbound tour products of travel agencies. This paper is mainly discussed from five parts, the first part is the introduction, mainly from the research background, research significance. The second part is the literature review, mainly introduces the service quality and evaluation index theory review, tourism service quality theory review. The third part is the research on the index system of overseas tour leader service quality. This part mainly discusses from two aspects. The first aspect is the construction of overseas leader service quality index system, the other is the analysis of overseas leader service quality index system. Part 4th is the most important part of this paper. Is the overseas leader service quality evaluation index system test, mainly from six aspects of the discussion, the first aspect is the specific inspection methods, including frequency analysis, correlation analysis, factor analysis. Reliability and validity analysis and regression analysis, the second aspect is the frequency analysis of survey samples, the third aspect is the purification of evaluation indicators, the fourth aspect is reliability and validity analysis. The fifth aspect is the overseas leader service quality evaluation index weight determination, the last aspect is the overseas leader service quality evaluation index system after the inspection. The last part is the conclusion and the prospect. Firstly, this paper introduces the research results and conclusions, and then introduces the limitations and prospects of this paper. To sum up, this paper is based on the existing theory, the study of overseas tour leader service quality evaluation system, has a certain theoretical and practical significance.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.6

【参考文献】