海南省旅游业服务质量改进研究-管理科学与工程专业论文.docxVIP

ABSTRACT ，、4 4咱 Chinas tourism indus盯， developed rapidly in recent years. As Chinas only tropical island，Hainan Province has unique tourism resources. Hainan needs to speed up the modem service industry development ，ωachieve sound and fast economic and social development. ηle tourism service quality has become an important factor in enhancing the competitiveness of the tourists and building a good r叩utation and visitor loyalty. The writer frrstly studies the domestic and intemational s阳阳s of travel and service quality research. Then the writer desi伊ed the paper content and technical route. By full screen and analyze the status of tourism in Hainan，using PZB service quality gap model and SERVQUAL evaluation model as theoretical foundation，也e writer fonned Hain础s tourlsm service quality scale，from six functional dimensions，which is transportation ，cateri吨， accommodation， si前tseeing，shopping and entertainment. ηúS study used survey methods. The designed tourism service quality scale can effectively collect data from visitors on all aspects of travel services to the expectations and perc叩tion of information， which has a good reference value. Based on the tourists survey，the writer did the basic characteristics analysis， tourism service quality gap analysis，service quality dimensions analysis. 丁he result shows that there is a certain gap between 1ourists expectations and perception. Six functional dimensions of tourlsm also impact the overall service quality differently. The writer also found the tourlsm service elements needed to improve u电entl弘In the fmal analysis of this paper，reasons for the low service quality has been found and suggestions are made 如r improvement. This s阳dy examined the s町vice quality model，SERVQUAL model. The result shows that this model can be usedωthe evaluation of tourism in Hainan. In this paper， the quantitative research methods is adopted，which is different from the previous qualitative researc