国内游客旅游住宿服务质量感知研究

发布时间：2018-01-29 16:41

本文关键词： 国内游客旅游住宿业住宿服务质量服务质量改进　出处：《西南大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着全球经济一体化,特别是中国加入世贸组织之后,饭店业作为我国对外开放最早的行业,实现了飞速发展。国外知名饭店品牌的大量涌入以及本土饭店的纷纷兴起使得旅游住宿业市场竞争日渐激烈。持续改进服务质量,提高顾客服务质量感知水平成为旅游住宿企业赢得竞争的关键。顾客个性化需求的凸显,使得传统的,单纯从旅游住宿企业角度出发的服务质量改进策略收效甚微。因此,如何充分考虑顾客个体特征及其个性化需求,提高其服务质量感知水平和满意度,成为旅游住宿业服务质量的研究重点。为此,本文在梳理和归纳国内外有关服务质量内涵、一般服务质量评价方法、饭店服务质量评价方法、服务质量差距以及饭店服务质量顾客感知水平提升策略等相关文献的基础上,采取描述性统计方法、回归分析、独立样本T检验、单因素方差分析及相关性分析,考察了国内游客旅游住宿服务质量感知水平的变化趋势,不同统计特征的国内游客旅游住宿服务质量感知水平的差异,并探索了影响国内游客旅游住宿服务质量感知的因素,最终获得以下结论： (1)城镇游客和农村游客对旅游住宿服务质量的认可度都很高,二者的赞许性评价百分比都逐年提高,且农村游客赞许性评价百分比增长幅度更大；同时从评价均值来看,二者都不超过3.95,说明国内游客旅游住宿服务质量感知水平有很大的提升空间。 (2)顾客的个体特征是影响其旅游住宿服务质量感知水平的重要因素。其中,不同年龄、收入水平和出游目的顾客的服务质量感知水平均值具有非常显著的差异性；不同出游方式、性别和教育程度顾客的服务质量感知水平均值具有一般显著的差异性。 (3)旅游花费水平和饭店服务质量水平本身也是影响顾客旅游住宿服务质量感知水平的主要因素。
[Abstract]:With the global economic integration, especially after China's accession to the WTO, the hotel industry is the earliest industry to open to the outside world. Rapid development has been achieved. The influx of foreign well-known hotel brands and the rise of local hotels make the tourism accommodation market increasingly competitive and continuously improve the quality of service. Improving the level of customer service quality awareness has become the key to win the competition of tourist accommodation enterprises. The highlight of customer personalized needs makes the traditional. Therefore, how to fully consider the individual characteristics of customers and their individual needs, improve their perceived level of service quality and satisfaction. It has become the focus of research on the service quality of tourist accommodation industry. Therefore, this paper summarizes the connotation of service quality at home and abroad, general service quality evaluation methods, hotel service quality evaluation methods. On the basis of the related literature, such as service quality gap and customer perception strategy of hotel service quality, descriptive statistical method, regression analysis and independent sample T test were adopted. Univariate ANOVA and correlation analysis were used to investigate the change trend of domestic tourists' perceived level of tourist accommodation service quality and the difference of domestic tourists' perceived level of tourist accommodation service quality with different statistical characteristics. The paper also explores the factors that affect the service quality perception of domestic tourists, and finally obtains the following conclusions: (1) both urban and rural tourists have a high degree of recognition for the quality of tourist accommodation service, and the percentage of positive evaluation of both is increasing year by year, and the percentage of rural tourists' approbation is increasing even more; At the same time, from the evaluation average, both of them are not more than 3.95, indicating that the domestic tourist accommodation service quality perception level has a great room for improvement. 2) the individual characteristics of the customer are the important factors affecting the perceived level of tourist accommodation service quality. Among them, different ages. There are significant differences in the average value of perceived water between the income level and the customer's quality of service. The average value of perceived water quality of gender and education level customers is generally significant difference among different travel modes. 3) the level of tourism expenditure and the level of hotel service quality are also the main factors that affect the perceived level of service quality of tourist accommodation.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6;F719

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