考虑预算约束的旅游服务质量提升决策方法  

A Decision Method to Maximize Tourism Industry Service Quality Under Budget Constraints

作　　者：孟庆良[1,2] 张玲[1] 孟文[3] 

机构地区：[1]江苏科技大学经济管理学院,江苏镇江212003 [2]湖南大学工商管理学院,湖南长沙410082 [3]南京理工大学经济管理学院,江苏南京210094

出　　处：《运筹与管理》2015年第2期121-127,共7页Operations Research and Management Science

基　　金：国家社科基金项目(14CGL014);教育部人文社科基金项目(11YJA630078;11YJA630129);中国博士后面上资助一等基金项目(2013M530353);江苏省高校哲学社科项目(2011SJB630018)

摘　　要：通过对Kano模型的定量化分析,从最大化顾客满意视角提出考虑预算约束的旅游服务质量提升决策方法。采用问卷调查方式获取顾客旅游服务质量因素的评价信息;依据Kano模型,对评价信息进行处理并建立顾客满意度与旅游服务质量满足水平的关系函数(S-CR);基于S-CR函数构建考虑预算约束条件下、顾客满意最大化的旅游服务质量提升决策模型,通过求解确定最优的预算分配方案。最后,通过实证验证模型的可行性与有效性。Based on the quantitative analysis in Kano model,this paper proposes a model for improving tourism industry service quality from the customer satisfaction and cost budget perspectives. Relevant evaluation information is obtained by employing the questionnaire survey,and the relationships between customer satisfaction and the fulfillment of customer requirements（ S-CR） is determined in Kano model through processing the obtained evaluation information. Then based on the S-CR relationship functions,in the context of considering cost budget,the optimization model of improving tourism industry service quality to maximize the customer satisfaction is constructed,and the budget allocation is determined by solving the optimization model. Finally,a case study is provided to illustrate the feasibility and availability of the proposed method.

关 键 词：旅游管理 决策 KANO模型 服务质量 

分 类 号：F272.3[经济管理—企业管理]