旅游投放处理的公众满意度研究

发布时间：2018-07-07 16:53

本文选题：旅游投诉 + 旅游服务质量监管　；参考：《湖南师范大学》2014年硕士论文

【摘要】：随着旅游产业的战略定位,我国的旅游服务质量监管上升到了一个新的台阶。加强旅游服务质量监管成为各级旅游行政主管部门的一项长期工作。旅游投诉是衡量旅游服务质量优劣的试金石。处理旅游投诉是旅游行政管理部门对旅游服务质量进行监管的重要方面。在建设服务型政府的背景下,关注旅游投诉公众群体对旅游投诉行政处理的满意度是必然趋势,也是培育“人民群众更加满意的现代服务业”的内在要求。长沙市作为优秀旅游城市,在旅游服务质量监管工作方面取得了长足的进展。本文采用访谈法及统计分析法,通过对长沙市2010年至2012年三年旅游投诉数据归纳分析,介绍了长沙市旅游投诉现状、旅游投诉处理程序,并在梳理大量文献的基础上,结合专家深度访谈,构建了旅游投诉处理公众满意度评价指标体系。将指标体系运用到长沙市旅游行政主管部门旅游投诉处理的实践中,用模糊综合评价法测算了长沙市旅游投诉处理的公众满意度得分,结果如下：(1)长沙市旅游投诉处理的总体公众满意度得分为74.83,公众处于“基本满意”水平；(2)二级指标中,旅游投诉处理程序与手续方面、处理旅游投诉工作人员服务的热情和蔼方面与主动性方面、严格执法与一视同仁方面得分均较低；(3)长沙市旅游投诉处理面向的各公众群体中,满意度得分由高至低依次为旅游景区、旅行社、酒店、团队投诉旅游者、散客投诉旅游者。最后,本文针对长沙市旅游投诉处理公众满意度得分较低的方面,提出了提升公众满意度水平的建议：(1)加强服务水平培训,提高业务素质；(2)增强责任意识,推进质监标准化建设；(3)优化投诉处理程序,提高服务效率；(4)加大宣传力度,引导旅游者合理维权；(5)联合政府各部门,打造“大旅游”下的行政服务。
[Abstract]:With the strategic orientation of tourism industry, China's tourism service quality supervision has risen to a new level. Strengthening the supervision of tourism service quality has become a long-term work of tourism administrative departments at all levels. Tourism complaints are the litmus test of the quality of tourism services. Handling tourism complaints is an important aspect of tourism service quality supervision. Under the background of building a service-oriented government, it is an inevitable trend to pay close attention to the satisfaction of the tourist complaint group to the administrative handling of the tourist complaint, and is also the inherent requirement of cultivating "the modern service industry which the people are more satisfied with". Changsha, as an excellent tourist city, has made great progress in the supervision of tourism service quality. In this paper, by means of interview and statistical analysis, the author summarizes and analyzes the data of tourism complaints in Changsha from 2010 to 2012, introduces the present situation of tourism complaints and the process of handling tourism complaints in Changsha, and on the basis of combing through a large number of documents, Combined with in-depth interviews with experts, this paper constructs the evaluation index system of tourism complaints handling public satisfaction. The index system is applied to the practice of tourism complaint handling in Changsha tourism administrative department, and the public satisfaction score of Changsha tourism complaint processing is calculated by fuzzy comprehensive evaluation method. The results are as follows: (1) the overall public satisfaction score of Changsha tourism complaint processing is 74.83, and the public is basically satisfied; (2) in the second level, the process and procedure of handling tourism complaints are analyzed. In terms of hospitality and initiative, strict enforcement and equal treatment of tourism complaints staff members scored lower; (3) among the various public groups for handling tourism complaints in Changsha, Satisfaction score from high to low are tourist attractions, travel agencies, hotels, team complaints tourists, individual complaints tourists. Finally, in view of the low score of public satisfaction in Changsha, this paper puts forward some suggestions to improve the level of public satisfaction: (1) strengthen service level training, improve professional quality; (2) enhance the sense of responsibility. Promote the construction of quality supervision standardization; (3) optimize complaints processing procedures to improve service efficiency; (4) increase publicity to guide tourists to protect their rights reasonably; (5) coalition government departments to create "big tourism" under the administrative services.
【学位授予单位】：湖南师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.7;F274

【参考文献】