基于期望差距模型的科教旅游服务质量评价研究——以用友软件园为例  

Evaluation on the Service Quality of Science and Education Tourism Based on the Service Quality Model:A Case Study of UF Software Park

作　　者：张琼锐 王忠君[1] 

机构地区：[1]北京林业大学园林学院

出　　处：《北京林业大学学报（社会科学版）》2016年第3期35-41,共7页Journal of Beijing Forestry University ：Social Sciences

基　　金：中央高校基本科研业务费专项(TD2011-33)

摘　　要：科教旅游是近年随研学旅游发展而逐渐兴起的一种旅游新业态,与接待服务经验丰富的传统旅游业态相比,提升科教旅游的管理与服务水平是当前迫切需要解决的问题。期望差距模型(也称服务质量差距模型)是目前服务质量评价中应用较为成熟的方法,将期望差距模型与IPA分析法相结合,对比游客期望和游客感知,评价科教旅游基地用友软件园的服务质量。研究发现管理者对开展科教旅游重视和认识不足、展示方式古板、游客参与性弱、可达性较差及相关服务培训的缺失是用友软件园目前旅游服务存在的主要问题,并提出了相应的改善建议。With the development of tourism research, the science and education tourism has been increasingly developing as a new type of tourism business. Compared to traditional tourism that has rich reception experience, enhancing the management and service level of it is an urgent issue at present. The service quality model is a currently mature method applied in evaluating service quality. Combining the service quality model and IPA analysis method, this paper compared the expectation and perception from tourists and evaluated the service quality of UF Software Park that is a typical reception site for science and education tourism. The researches revealed that there were several major issues, such as the managers did not emphasize the development of science and education tourism and could not realize the importance of it, exhibition was boring, the engagement of tourists was low, accessibility was poor, and the training of staff was lack. Finally, the paper proposed corresponding ways to improve the service quality.

关 键 词：期望差距模型 科教旅游 服务质量 用友软件园 

分 类 号：F590[经济管理—旅游管理]