基于SERVPERF的乡村旅游服务质量评价体系研究  

The Evaluation System Research of Rural Toursim Service Quality Based on SERVPERF

作　　者：闫金娟[1] 赵希勇[1] 

机构地区：[1]东北林业大学经济管理学院,哈尔滨150040

出　　处：《哈尔滨商业大学学报（社会科学版）》2016年第4期111-118,共8页Journal of Harbin University of Commerce:Social Science Edition

基　　金：黑龙江省经济社会发展重点研究课题(15071)

摘　　要：在市场需求、政策扶持等多因素刺激下,我国乡村旅游发展正处于迅速发展阶段,全国多地建立乡村旅游点,但在其经营管理过程中多重视短期经济利益而忽视了服务质量问题,成为制约乡村旅游持续发展的瓶颈因素。以SERVPERF评价模型为理论基础,运用德尔菲法完成指标筛选,形成5维度22指标的乡村旅游服务质量评价体系,采用层次分析法对指标权重进行计算,构建乡村旅游服务质量评价模型并划分评价等级,用于判断其服务水平并寻找服务短板,以哈尔滨市阿城区乡村旅游为实例研究对象,通过对其服务质量相关要素进行调查测评,借助已构建模型进行服务质量评价,并提出相应改进措施。The rural tourism in our country is developing rapidly with the promotion of market and government policy. There are many rural tourism regions have been established all around the country. It has been an important and restrict factor for rural tourism sustainable development that opera- tora pay more attention to short - term economic interests while ignoring the quality of service. Taking SERVPERF model as theoretical basis, using Delphi method to select the index and forming a rural tourism service quality evaluation system with 5 dimensions and 20 indicators, weighting the in- dex by AHP, on this basis, building a rural tourism service quality evaluation model and evaluation class, which is used to measure the service quality and seek weakness,Choose rural tourism in Acheng, Harbin as the research object in this paper,and investigate its service quality related factors, work out the score by the model. The result shows that the service quality of Acheng rural tourism is at the moderate class.

关 键 词：乡村旅游 服务质量 SERVPERF AHP 

分 类 号：F592[经济管理—旅游管理]