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当前位置: 首页 > 文章 > 旅行社服务质量与游客满意度关系研究——以KH旅行社为例 绿色科技 2019 (9) 249-254
Position: Home > Articles > Study on the Relationship Between Travel Agency Service Quality and Tourist Satisfaction——Taking KH Travel Agency as an Example Journal of Green Science and Technology 2019 (9) 249-254

旅行社服务质量与游客满意度关系研究——以KH旅行社为例

作  者：
李青云;石小亮;贺军
单  位：
沈阳农业大学经济管理学院
关键词：
服务质量;游客满意度;旅行社
摘  要：
指出了中国旅游业在激烈的竞争中得到了蓬勃发展,在这一消费市场中,旅行社成为刺激旅游者消费的主力军,旅游服务成为众多游客选择一家旅行社的关键,它直接影响旅游者的消费态度和消费利益,也直接影响了旅行社的声誉、形象、管理水平和经济效益。以游客满意度视角构建了服务质量评价模型,对辽宁KH旅行社服务质量进行了评价。结果显示:旅游者对旅行社服务质量满意度越高,越会取得旅游者的信任,促使旅游者长期固定在一家旅行社购买旅游产品,并将该旅游产品推荐给亲朋好友。
译  名：
Study on the Relationship Between Travel Agency Service Quality and Tourist Satisfaction——Taking KH Travel Agency as an Example
作  者：
Li Qingyun;Shi Xiaoliang;He Jun;College of Economics and Management,Shenyang Agricultural University;
单  位：
Li Qingyun%Shi Xiaoliang%He Jun%College of Economics and Management,Shenyang Agricultural University
关键词：
service quality;;tourist satisfaction;;travel agency
摘  要：
Chinese tourism industry has been booming in the fierce competition. In this consumer market, travel agencies have become the main force to stimulate tourists' consumption. Travel services have become the key to many tourists choosing a travel agency, which directly affects the consumption of tourists. Attitudes and consumer interests also directly affect the reputation, image, management level and economic benefits of travel agencies. This paper evaluates the service quality of Liaoning KH travel agency by constructing a service quality evaluation model from the perspective of tourist satisfaction. The results show that the higher the satisfaction of tourists with the service quality of travel agencies, the more they will gain the trust of tourists, and the tourists will be fixed in a travel agency for a long time to purchase travel products, and recommend the travel products to relatives and friends.

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