旅游景区服务质量关键控制点的确定及实施研究--基于QFD工具应用视角

摘要

This paper applies QFD tool to the service quality management of tourist scenic spot,takes Chinese famous scenic spot Ji-uzhaigou as the observation point,through the network research and KJ method to identify the voice of the tourists,and through the construction of tourism scenic spot quality houses,obtains the output items and important rank of service standards in the tourist scenic spot,furthermore,receives the key control points in the spot and gives the implementation strategy to improve the service quality of tourism scenic spot.The research of this paper can provide reference for the effective application of QFD tools to determining the key control points and emphatically manage these points,and enhance the service quality management and brand competitiveness of China’ s tourist attractions.%本文将QFD工具应用到旅游景区服务质量管理中，并以我国著名旅游景区九寨沟为观测点，通过网络调研及KJ法对游客声音进行识别归类，通过旅游景区质量屋的构建，得到旅游景区服务标准的输出项以及重要度排序，进而得到旅游景区服务标准中的关键控制点并对这些关键控制点提出了实施策略。本文的研究可为我国旅游景区有效地应用QFD工具，确定关键控制点并进行重点管理，提升服务质量及品牌竞争力提供参考。