摘要
对于节庆来说,如何提升自身的质量,关键在于游客的满意度和回游率,缩小游客的期望值与实际体验之间的差距。运用KANO模型对影响游客满意度的节庆服务品质要素进行研究分析,得出增加满意度的指标要素和消除不满意的指标要素,并针对研究结论提出相关建议,为改善节庆服务品质提供策略上的支持。
The key to improve a festival＇s quality is the tourists＂ satisfaction, revisit rate, and nar rowing the gap between expectations and the actual experience of the tourists. In this paper, KANO model is applied to analyze the service quality factors that influence tourists＂ satisfaction, and obtain the elements of satisfaction indicators, and the elimination of unsatisfactory indicators. Finally recom- mendations are made based on research findings to improve the quality of festival service.
出处
《青岛职业技术学院学报》
2012年第6期16-20,共5页
Journal of Qingdao Technical College
基金
中国海洋发展研究中心项目(AOCQN2011027)
