基于IPA法的吉林省生态旅游园区服务质量评价研究

发布时间：2018-07-04 14:11

本文选题：生态旅游 + 生态园　；参考：《吉林农业大学》2012年硕士论文

【摘要】：近年来我国的生态旅游产业发展迅速,但是在发展过程中出现了许多的问题,例如生态园区基础服务设施缺少、卫生环境差等各种服务质量问题。而目前对于生态旅游园区服务质量的定量评价还较为少见,因此,本文旨在应用IPA分析法对吉林省生态旅游园区的服务质量进行定量评价,以期为园区进一步提升服务水平进行理论指导。在总结前人经验的基础上,本文根据IPA模型和旅游服务六要素构建出适合吉林省生态旅游园区服务质量评价的模型,提炼出影响生态旅游园区服务质量的六类要素即：餐饮、住宿、交通、游览、购物和娱乐,以及影响消费者对园区服务质量评价的两类要素：对服务要素的重视程度和实际体验到的满意程度。本文通过小样本预测,得到了正式调查问卷。在此基础上对收回的364份问卷问卷通过SPSS17.0进行了分析,主要包括描述性统计分析、信度与效度分析和象限分析。实证研究结果表明：(1)目前消费者对吉林省生态旅游园区服务质量的整体评价偏低。重要性分值高于满意度分值,表明园区所提供的服务尚未能完全满足消费者的预期。(2)吉林省生态旅游园区的资源配置尚不完善。部分服务质量评价指标的满意度分值远高于消费者对其的重视程度分值,表明园区在该类指标上存在着一定程度的资源浪费。最后,本文对实证结果进行了讨论和分析,提出了提升吉林省生态旅游园区整体服务质量的政策和建议：(1)建立动态服务质量测评及预警系统；(2)完善园区的基础服务设施；(3)根据园区自身特点设计、改进园区景观及项目；(4)提高园区服务人员的整体素质,以有利于园区整体服务质量的提升。另外,针对本文对研究的不足之处进行了总结,对进一步的工作方向进行了展望。
[Abstract]:In recent years, China's ecotourism industry has developed rapidly, but in the process of development, there are many problems, such as the lack of basic services in ecological parks, poor sanitation and other service quality problems. At present, the quantitative evaluation of service quality of eco-tourism park is relatively rare. Therefore, this paper aims to use IPA analysis method to quantitatively evaluate the service quality of eco-tourism park in Jilin Province. In order to further improve the service level of the park to carry out theoretical guidance. On the basis of summing up the previous experience, according to the IPA model and the six factors of tourism service, this paper constructs a model suitable for the evaluation of service quality of the eco-tourism park in Jilin Province, and abstracts the six factors that affect the service quality of the eco-tourism park, that is, catering. Accommodation, transportation, sightseeing, shopping and entertainment, as well as the impact of consumers on the park service quality evaluation of the two elements: the degree of attention to service elements and the degree of satisfaction with the actual experience. Through small sample prediction, the formal questionnaire is obtained in this paper. On this basis, 364 questionnaires were analyzed by SPSS 17.0, including descriptive statistical analysis, reliability and validity analysis and quadrant analysis. The empirical results show that: (1) the overall evaluation of service quality of eco-tourism park in Jilin Province is on the low side at present. The value of importance is higher than that of satisfaction, which indicates that the service provided by the park can not fully meet the expectations of consumers. (2) the allocation of resources in Jilin Eco-tourism Park is not perfect. The satisfaction score of some service quality evaluation indexes is much higher than that of consumers, which indicates that there is a certain degree of waste of resources in the park. Finally, this paper discusses and analyzes the empirical results, and puts forward the policies and suggestions to improve the overall service quality of the eco-tourism park in Jilin province: (1) establishing a dynamic service quality evaluation and early warning system; (2) perfecting the basic service facilities of the park; (3) according to the characteristics of the park, to improve the landscape and project of the park, (4) to improve the overall quality of the service personnel in the park, in order to improve the overall service quality of the park. In addition, the deficiency of this paper is summarized, and the future work direction is prospected.
【学位授予单位】：吉林农业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.7;F205

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