昆明AAAA及以上旅游景区服务质量实证研究  

An Empirical Research on the Service Quality of AAAA & AAAAA Scenic Areas in Kunming

作　　者：王薇[1] 马少春[1] 杨丽娟[1] 

机构地区：[1]昆明学院旅游系,云南昆明650118

出　　处：《昆明大学学报》2008年第4期56-60,共5页Journal of Kunming University

基　　金：昆明学院科研计划项目资助<昆明市重点旅游风景区服务质量调查研究>(2007010)

摘　　要：基于对旅游景区服务质量标准的认知与评价,以旅游景区服务质量管理为核心内容,采用问卷调查法和对比分析法,选取昆明的六个AAAA及AAAAA旅游景区进行实证调研,得出服务质量调查结论。总体来看,景区服务质量大多处于"一般"偏"好"的状态,整体情况不容乐观;游客对石林和民族村反映较好,但要求也相应较高;世博园的服务不稳定,存在时好时不好的情况;大观楼的服务还有很多需完善的地方;金殿和西山的服务质量需要大幅提高;另外还应着力提升景区工作人员和导游的整体素质。多数游客希望景区改善服务,提高导游和工作人员素质,美化景区设施,建立和完善游客服务中心,完善信息牌服务。This research focuses on the service quality management in the scenic areas based on the understanding and evaluation of its standard, and makes empirical on 6 AAAA ＆ AAAAA scenic areas in Kunming. By adopting methods of questionnaire survey and contrastive analysis, the authors come to the survey conclusion of service quality. On the whole, the service quality in the scenic areas is unoptimistic, for most grade of service quality is either in the state of ＂Average＂ or ＂Above Average＂. Tourists give a better feedback to the service of Stone Forest and Yunnan Ethnic Villages while they demand a lot. The service quality is unsteady in the Expo＇ Garden, and the service of Daguan Park, the Golden Temple and the Western Hills need to be improved siguificandy. Be- sides, the quality of personnel and guides in the scenic areas should be enhanced. Most tourists expect to improve the service of the scenic areas, promote the quality of tourist guides and the workers there, beautify the facilities of the scenic areas, establish or improve the tourists＇ service center and perfect the service of the information signs.

关 键 词：昆明 旅游景区 服务质量 实证研究 

分 类 号：F592.7[经济管理—旅游管理]