基于QFD的旅行社服务质量体系构建与运行控制  

Construction and Operation Control of Travel Agency Service Quality System Based on QFD

作　　者：李雪凯[1] 

机构地区：[1]河北工业大学经济管理学院,天津300401

出　　处：《价值工程》2016年第29期59-63,共5页Value Engineering

摘　　要：本文以旅行社企业为研究对象,提出基于SERVQUAL模型与质量功能展开工具结合的旅行社服务质量体系的构建与运行控制模型,通过SERVQUAL模型获取旅行社需求要素及指标评价,通过质量屋展开构建旅行社服务质量质量控制体系,能够有针对性的改善旅行社服务质量问题。文章最后以S旅行社为实例证明了模型的有效性,同时该模型对旅行社行业服务质量提升有一定的借鉴意义。This paper takes travel agency enterprise as the object, proposes the construction and operation control model of travel agency service quality system based on the combination of SERVQUAL model and quality function deployment. Through the SERVQUAL model, the travel demand factors and evaluation indexes are obtained. Through the house of quality expansion construction quality of travel agency service quality control system, the travel agency service quality problems can be improved. At the end of this paper, S travel agency is taken as an example to prove the validity of this model, and the model of travel service industry has a certain reference value to enhance the quality of service.

关 键 词：旅行社服务质量 QFD SERVQUAL模型 

分 类 号：F424[经济管理—产业经济]