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Travel complaints , visitors evaluation and improvement of the quality of tourism services

Author: ChenZhi
Tutor: GuoWei
School: Qingdao University
Course: Tourism Management
Keywords: tourism service quality tourism complaints tourist assessment service quality improvement
CLC: F203;F224
Type: Master's thesis
Year: 2011
Downloads: 451
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Abstract


Because of the economic globalization, the tourism industry developed rapidly in our country. But the problems of tourism service quality became more and more serious, so the poor service quality has already been limiting the development of tourism in China. With analyzing the tourism complaints and tourist assessment, the previous situation of tourism service quality development is illustrated to promote current service quality. The factors of influencing tourism service quality and how degree they can influence is discussing through the hypothesis testing.This thesis is divided into four parts:Chapter one, on the basis of the detailed review of tourism service quality measurement researches, the paper identifies research gaps in the assessment of tourism service quality. Chapter two, with the data of the tourism complaints of 2000-2009 years and the data of tourist assessment of 1990-2008 years, the article describes the current situation of tourism service quality from the tourism complaints and tourist assessment aspects. Chapter three analyses the current situation of tourism service quality, raises the hypothesis of the factors of affecting tourism service quality, then verifies the accuracy of the hypothesis through relational data, and at last analyses the results of the verification. Chapter four makes the suggestions of improving tourism service quality from the institution improvement, tourism complaints and other aspects.The innovation of the thesis is mainly describing the situation of tourism service quality from tourism complaints and tourist assessment aspects, then analyzing the reasons for the situation of tourism service quality, and making corresponding suggestions of improving service quality. New perspective of describing tourism service quality has certain values for the measurement of tourism service quality, and simultaneously our research of analyzing the situation and making suggestions of tourism service quality has certain values for realistic application.

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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