Service Quality and Service Fulcrum of the Innovative Tourism Cluster: A Case Study on Shuilimei Technological Tourism Cluster

摘要

Tourism cluster is an emerging business model in the tourist industry which will help the region to increase its tourism attraction and revenue. Recently, the operators in the tourism cluster have developed new travel services such as using an electronic commerce system to extend their reputation and business model. In order to understand more about the service quality (SQ) of a tourism cluster, this paper uses SERVQUAL scale to examine SQ of the Shuilimei technological tourism cluster in Nantou County. By analyzing the SQ and the number of travel spots that customers visit, this paper tries to find the service fulcrum and discuss the relationship of business model in order to help the operators of Shuilimei technological tourism cluster to provide optimal tourist spots for tourists and find the best mode for cooperation.