L海洋馆服务质量提升体系设计研究
发布时间：2018-12-13 12:49
【摘要】：目前,我国的旅游市场竞争愈演愈烈,景区的观赏性已不能满足旅游消费者对于景区的需求,更多的消费者把景区的服务质量作为选择景区的首要条件,服务质量与景区的声誉和经济效益息息相关。提高景区的服务质量不仅是旅游企业自身发展的需要,也是消费者对旅游景区服务质量的更高要求。服务企业必须把持续提高服务质量、更好的满足顾客需求作为企业管理的核心和发展的宗旨。 本文以L海洋馆为研究对象,研究了L海洋馆服务质量提升问题。论文首先阐述了服务质量研究的背景及意义,分别回顾了服务、服务质量以及顾客满意度等相关的理论,然后介绍了L海洋馆的基本情况,并对L海洋馆的服务质量现状进行了分析,通过制定顾客满意度的调查问卷对L海洋馆游客的满意度进行调研,发现：服务标准、服务考核规则的缺失以及相关服务培训工作的不完善是L海洋馆服务质量存在的主要问题。论文结合L海洋馆服务质量的实际情况,分别从服务岗位的调整、服务标准的制定、服务考核规则的改进、服务培训系统的创建以及服务流程的优化等方面对L海洋馆的服务质量提升体系进行了设计。最后,通过组织保障、企业文化建设和服务意识提升来对服务质量提升体系的实施进行了保障。
[Abstract]:At present, the competition of tourism market in our country is becoming more and more intense, the appreciation of scenic spots can no longer meet the needs of tourist consumers for scenic spots, more consumers regard the service quality of scenic spots as the primary condition for selecting scenic spots. The quality of service is closely related to the reputation and economic benefits of the scenic spot. To improve the service quality of scenic spots is not only the need of the development of tourism enterprises, but also the higher requirements of consumers to the service quality of scenic spots. Service enterprises must continue to improve service quality, better meet the needs of customers as the core of enterprise management and development purposes. In this paper, the service quality of L aquarium is studied. In this paper, the background and significance of the research on service quality are introduced, and the related theories of service, service quality and customer satisfaction are reviewed respectively, and then the basic situation of L Ocean Museum is introduced. The present situation of service quality of L Oceanographic Museum is analyzed, and the satisfaction degree of tourists in L Ocean Museum is investigated by making a questionnaire of customer satisfaction. The results show that: service standard, The lack of service assessment rules and the imperfection of related service training are the main problems in the service quality of L Oceanographic Museum. According to the actual situation of the service quality of the L Oceanographic Museum, the paper respectively from the adjustment of service posts, the establishment of service standards, the improvement of service assessment rules, The service training system and the optimization of service flow are designed to improve the service quality of the L Oceanographic Museum. Finally, the implementation of service quality promotion system is guaranteed by organization guarantee, enterprise culture construction and service consciousness promotion.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F592.6
[Abstract]:At present, the competition of tourism market in our country is becoming more and more intense, the appreciation of scenic spots can no longer meet the needs of tourist consumers for scenic spots, more consumers regard the service quality of scenic spots as the primary condition for selecting scenic spots. The quality of service is closely related to the reputation and economic benefits of the scenic spot. To improve the service quality of scenic spots is not only the need of the development of tourism enterprises, but also the higher requirements of consumers to the service quality of scenic spots. Service enterprises must continue to improve service quality, better meet the needs of customers as the core of enterprise management and development purposes. In this paper, the service quality of L aquarium is studied. In this paper, the background and significance of the research on service quality are introduced, and the related theories of service, service quality and customer satisfaction are reviewed respectively, and then the basic situation of L Ocean Museum is introduced. The present situation of service quality of L Oceanographic Museum is analyzed, and the satisfaction degree of tourists in L Ocean Museum is investigated by making a questionnaire of customer satisfaction. The results show that: service standard, The lack of service assessment rules and the imperfection of related service training are the main problems in the service quality of L Oceanographic Museum. According to the actual situation of the service quality of the L Oceanographic Museum, the paper respectively from the adjustment of service posts, the establishment of service standards, the improvement of service assessment rules, The service training system and the optimization of service flow are designed to improve the service quality of the L Oceanographic Museum. Finally, the implementation of service quality promotion system is guaranteed by organization guarantee, enterprise culture construction and service consciousness promotion.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F592.6
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