长隆旅游度假区的服务质量改进方案分析.rar

摘要：随着国内旅游业的快速发展，旅游服务质量正在逐步提高，并将最终成为推动我国旅游业的发展的积极因素。旅游市场竞争是迫使旅游企业提高旅游服务质量的原动力。只有当旅游市场竞争成为企业生存和发展的关键时，企业才会真正树立起品牌意识、质量意识、服务意识和创新意识，并自觉地兑现旅游服务质量承诺。因此，我国的旅游行业亟需提高服务质量，与国际先进的旅游服务水平接轨，以促进旅游行业的整体发展。本文通过本人在长隆旅游度假区实习中发现的服务问题，分析影响旅游景区服务质量的因素，结合中国旅游景区普遍存在的服务质量问题，探究提高旅游服务质量的对策。

关键词: 旅游，服务质量，长隆 ，改进方案

Abstract：With the fast development of the domestic tourism ， the tourism’s quality is improving gradually， which will eventually become the factors that promote the development of tourism in China. The competition in tourism is the Impetus forced the tourism enterprises to improve the quality of tourism service. Enterprises will really set up the brand awareness， quality awareness， service consciousness and the awareness of creation， and consciously to honor the commitment of quality of tourism services. Only when the competition of tourism market has become the key to business survival and development. As a result， China's tourism industry is in an urgent need to improve service quality，so as to Integrate with international advanced level of tourism services and to promote the overall development of the tourism industry. In this paper ， I found some questions of the Chimelong Resort’s Service Quality， when I was a trainee， I tried my best to find the solution of the question， and made a project that to improve the quality of the tourism service.

Key Words:  Tourism， Quality of Service， Chimelong， The improvement Project

　　　旅游服务质量是指旅游者通过将其接受的服务水平与期望目标进行比较后得出的对某一特定服务感知。旅游服务质量基本包括两大方面：一是行业服务质量，包括旅游产业要素所涵盖的各个行业，主要指旅行社、饭店、交通、旅游景区、购物、娱乐业等。二是社会服务质量，包括社会坏境、文化氛围、民众好客度、旅游活动的方便程度以及社会对旅游包容程度和承载能力等。本文主要围绕旅游景区的旅游服务质量存在的问题，分析影响旅游服务质量的因素，探究旅游服务质量的对策。