河南省旅游服务质量时空分异及提升对策研究--基于游客投诉视角  

Study on Spatial-temporal Variation Characteristics of Tourism Service Quality in Henan Province and Countermeasures:Based on the Perspective of Tourist Complaint

作　　者：薛宝琪[1] XUE Baoqi(College of Environmental Science and Tourism,Nanyang Normal University,Nanyang 473061,China)

机构地区：[1]南阳师范学院环境科学与旅游学院,河南南阳473061

出　　处：《地域研究与开发》2020年第5期93-98,共6页Areal Research and Development

基　　金：河南省软科学研究计划项目(182400410241);南阳师范学院校级STP项目(STP2016012)。

摘　　要：通过构建旅游投诉季节指数和集中度指数深入分析河南省旅游服务质量时空分异规律,运用对应分析法揭示旅游服务质量与时空因素间的关系。结果发现:时序上,河南省旅游服务质量全年4个季度总体呈高-低-低-高分布,旅行社、景区与总体一致,酒店呈高-低-高-低分布。旅游服务质量季节变化与旅游接待淡旺季呈负相关。第一、二季度与景区、酒店关联紧密,第三季度与旅行社关联紧密,第四季度与景区关联紧密。空间上,河南省旅游投诉集聚趋势明显,旅游服务质量空间差异大;2012年之前服务质量空间差异不断拉大,此后空间差异相对缩小,但空间绝对差异依然很大。酒店服务质量空间关联不显著,豫东、豫西、豫南与景区关联密切,豫北与景区、旅行社关联紧密,豫中与旅行社关联紧密。This paper puts forward some countermeasures of improving tourism service quality(TSQ)on the base of analyzing in depth the spatio-temporal law of tourism service quality in Henan Province through constructing the seasonal index of tourist complaint(SIT)and the concentration ration of tourist complaint(CRT).In terms of time sequence,the distribution of SIT from Q1th to Q4th is low-high-high-low as a whole in Henan Province,that is to say the distribution of TSQ from Q1th to Q4th is high-low-low-high as a whole in Henan Province,and the service quality of travel agencies and scenic spots is consistent with that of tourism.But the difference is that the distribution of hotel service quality is high-low-high-low.The seasonal variation of TSQ is negatively related to the travel reception in dull and boom period.Q1th and Q2nd is closely related to the service quality of travel agencies and scenic spots,Q3rd is closely related to the service quality of travel agencies only and Q4th is closely related to the service quality of scenic spots only.From the perspective of space,CR 8 and CR 4 are both high as a whole which it is obvious of the spatial agglomeration of tourism complaints indicating that the spatial difference of TSQ is very large as a whole in Henan Province.Before 2012,the spatial difference of TSQ becomes larger and after 2012,the spatial difference is relatively smaller but the absolute difference is still great.It is not so obvious of the spatial correlation of hotel service quality.East,west and south of Henan are closely related to the service quality of scenic spots.North of Henan is closely related to the service quality of scenic spots and travel agencies.The center of Henan is closely related to the service quality of travel agencies.Finally the suggestions for improving tourism service quality are put forward according to above conclusions of spatiotemporal analysis.

关 键 词：旅游投诉 服务质量 时空分异 河南省 

分 类 号：F592.99[经济管理—旅游管理]