基于IPA分析法的出境游领队服务质量探究  

Research on Service Quality of Outbound Tour Escorts Based on IPA Analysis

作　　者：刘丽莉[1] LIU Li-li(Wuhan Polytechnic,Wuhan 430074,China)

机构地区：[1]武汉职业技术学院,武汉430074

出　　处：《长江工程职业技术学院学报》2020年第2期66-70,共5页Journal of Changjiang Institute of Technology

基　　金：武汉职业技术学院课题“旅行社出境旅游领队人员胜任力模型研究”(项目编号:2018YR048)。

摘　　要：中国公民出境游规模持续增长,中国成为全球最大的出境旅游客源国和旅游消费支出国。对出境领队服务人员的需求以及对其服务质量的保障成为出境游快速发展中亟需解决的难题。采用IPA分析法,首先确定出境游领队服务质量的12个评价指标,然后对出境领队的服务质量进行调研,再做统计分析,并根据分析结果提出提升了领队服务质量的策略:保证领队人员的整体素质,提升领队人员的综合业务能力,保障领队人员的合法权益,丰富领队人员的外延能力。With the continuous growing of outbound tourism by Chinese citizens,China has become the world's largest source of outbound tourists and consumer of tourism.The demand for outbound tour escorts and guarantee of their service quality has become an urgent problem in the rapid development of outbound tourism.The IPA analysis method is adopted to determine the 12 evaluation indexes of outbound tour escorts’service quality,and then the service quality of outbound tour escorts is investigated and statistically analyzed,and based on the results,the paper puts forward strategies to improve the tour leader’s service quality:to ensure the overall quality of team leaders,improve their comprehensive business ability,protect their legitimate rights and interests,and enrich their extensive ability.

关 键 词：IPA分析法 出境游 领队 服务质量 

分 类 号：F592.7[经济管理—旅游管理] F327[经济管理—产业经济]