西安市旅游咨询中心服务功能优化研究

发布时间：2018-01-12 10:45

本文关键词：西安市旅游咨询中心服务功能优化研究　出处：《陕西师范大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着世界范围内旅游业的快速发展,旅游活动大众化、常态化、散客化的特征日益明显,旅游者对目的地城市旅游公共服务体系的完善程度提出更高要求。旅游公共服务体系作为城市旅游服务功能的必要保障,是衡量一个国家或地区旅游业发展水平的重要指标。作为旅游公共服务体系的重要组成部分,旅游咨询中心是典型的为游客(特别是散客)提供信息咨询以及其他服务的公共机构,其发展与完善程度,已成为衡量城市旅游功能及城市公共服务体系是否完备的重要标志之一。近年来,在国家政策的推动下,我国主要的旅游城市先后建立旅游咨询服务中心。西安市旅游咨询服务中心自2009年4月成立以来,接待了大量国内外游客,对促进西安市的旅游业发展起到了一定的推动作用。在建设国际化大都市和国际一流旅游目的地城市的背景下,作为关天经济区的“龙头”城市和区域旅游中心城市,西安市需要具备更加完善的旅游公共服务体系和更为成熟的城市旅游服务功能,加强旅游咨询服务中心的建设势在必行。为了更好地满足游客的需求,充分发挥旅游咨询中心对旅游业发展的推动作用,有必要对西安市旅游咨询中心服务功能进行优化。本研究以西安市旅游咨询中心为研究对象,从微观(服务质量)和宏观(空间布局)两个层面进行研究,以优化西安市旅游咨询中心服务功能。微观层面,借助服务质量管理理论,以SERVQUAL量表为基础,设计调查问卷,根据调查问卷获取的数据,运用因子分析法对SERVQUAL量表进行修正,建立旅游咨询中心服务质量衡量量表,用于对西安市旅游咨询中心服务质量进行评价；并应用IPA分析法对评价结果进行分析,提出服务质量的优化策略。宏观层面,以区位理论为基础,结合旅游咨询中心的特点,提出旅游咨询中心空间布局和局原则和选址策略；对西安市旅游咨询中心空间布局进行分析,提出优化策略。本研究得出以下主要结论： 1.SERVQUAL量表基本适用于旅游咨询中心服务质量的评价。旅游咨询中心服务质量衡量量表包括6个衡量维度和17个测量项目,6个衡量维度为：有形性、可靠性、保证性、反应性、关怀性、便利性。 2.访客期望与感知的服务质量,两者之间存在显著差异。访客期望的服务质量低于感知的服务质量,西安市旅游咨询中心总体服务质量较低。 3.运用IPA分析方法,明确西安市旅游咨询中心需要重点改善的项目、继续保持的项目、优先性较低的项目,以及供给过度的项目,提出服务质量改进的策略。 4.旅游咨询中心空间布局原则包括：以人为本、系统整合、服务范围最大化、服务效应最大化、供给与需求相平衡；选址模式包括：市中心模式、交通港站模式、景点模式、郊区模式、复合模式。 5.西安市旅游咨询中心空间优化策略：构建空间分级网络体系；增加站点数量,形成规模效应。本研究的创新之处在于：①尝试将SERVQUAL量表引入到旅游咨询中心服务质量的评价；②从微观和宏观两个层面,对城市旅游咨询服务中心进行研究,提供新的研究视角。
[Abstract]:With the rapid development of world tourism, tourism popularization, normalization, feature fit has become increasingly obvious, tourists put forward higher requirements on the degree of perfection of the destination city tourism public service system. The necessary guarantee of tourism public service system as the city tourism service function, is an important indicator of tourism a national or regional level of development. As an important part of tourism public service system, the tourist information center is typical for visitors (especially the individual) and other institutions to provide information consultation service, its development and perfection, has become one of the measure function of city tourism and city public service system is an important symbol of complete.
In recent years, under the impetus of national policy, the main tourist city in China has established Tourism Advisory Service Center. Xi'an City Tourism Advisory Service Center since its establishment in April 2009, received a large number of domestic and foreign tourists, to a certain role in promoting the development of the tourism industry in Xi'an city. In the construction of the international metropolis and the international first-class the tourism destination city under the background of the Guanzhong Tianshui Economic Zone "bibcock" city and regional tourism center city, Xi'an City, need to have more perfect tourism public service system and more mature city tourism service function, it is imperative to strengthen the construction of Tourism Advisory Service center. In order to better meet the needs of tourists, give full play to the promote tourism consultation center on the development of the tourism industry, it is necessary for the service of Xi'an City Tourism Advisory Center functions to be optimized.
The research on Xi'an City Tourism Information Center as the research object, from the micro (quality of service) and macro (space layout) two levels of study, in order to optimize the service function of Xi'an City Tourism Advisory Center. The micro level, with the service quality management theory, based on SERVQUAL scale, design the questionnaire according to the questionnaire to obtain the data, using the factor analysis method to modify the SERVQUAL scale, the establishment of tourism service quality consultation center measurement scale was used to evaluate the service quality of Xi'an City Tourism Advisory Center; and applying IPA analysis to analyze the evaluation result, the proposed optimization strategy of service quality. The macro level, based on location theory, combined with the the characteristics of the tourist information center, the tourist information center space layout and location of bureau of principles and strategies; Xi'an City Tourism Advisory Center space layout were analyzed, and put forward Strategy.
The main conclusions of this study are as follows:
The 1.SERVQUAL scale is basically applicable to the evaluation of the service quality of the tourist Consulting Center. The service quality measurement scale of the tourism consulting center includes 6 measurement dimensions and 17 measurement items. The 6 dimensions are: tangible, reliability, assurance, responsiveness, caring and convenience.
2., there is a significant difference between the expectation and perceived service quality of the visitors. The quality of service expected by visitors is lower than the perceived service quality, and the overall service quality of Xi'an tourist Consulting Center is relatively low.
3., using IPA analysis method, we need to clarify the needs of Xi'an Tourism Consulting Center for key improvement projects, continue to maintain projects, low priority projects and oversupply projects, and put forward strategies for improving service quality.
4., the spatial layout principles of Tourism Consulting Center include: people-oriented, system integration, service scope maximization, service effect maximization, supply and demand balance; location mode includes: city center mode, traffic port mode, scenic spot mode, suburban mode, compound mode.
5. Xi'an tourism consulting center space optimization strategy: building a spatial hierarchical network system, increasing the number of sites, forming a scale effect.
The innovation of this research is: first, try to introduce the SERVQUAL scale to the evaluation of the service quality of Tourism Consulting Center; secondly, from the two levels of micro and macro, we will provide a new perspective for the study of urban tourism consulting service center.

【学位授予单位】：陕西师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.7

【参考文献】