| 摘要: |
| ［目的］旅游景区作为旅游业的核心竞争力，其服务质量的优劣直接影响着当地经济的发展。文章以鼓浪屿为例，把SERVQUAL量表用于旅游景区服务质量的研究，使各旅游景区和政府管理部门能够更确切了解景区的发展状况和景区服务质量差距，制定旅游景区服务质量优化提升方案，为我国旅游景区更快更好走向国际化服务。［方法］综合运用旅游学、数理统计学、经济学以及系统工程学的有关理论和方法，进行因子分析、信度效度分析等，发现SERVQUAL量表不但具有可行性和可操作性，而且具有可信性和可靠性。［结果］鼓浪屿服务质量存在很大的服务质量差距，通过分析研究提出政策建议：优化硬件设施和服务质量； 提升旅游体验氛围； 打造品牌与口碑； 完善监管机制等。［结论］通过鼓浪屿景区服务差距案例分析，为福建省乃至全国的旅游景区服务质量研究提供理论基础和方法选择。 |
| 关键词: SERVQUAL模型旅游景区服务质量问题研究鼓浪屿 |
| DOI： |
| 分类号:F63099 |
| 基金项目:福建省中青年教师教育科研项目“福建平潭自贸区国际旅游岛建设差异化战略研究”（JAS160771）；福建省中青年社科规划项目“福建省旅游者的摄影行为研究”（JAS170789） |
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| STUDY ON THE SERVICE QUALITY OF TOURIST ATTRACTIONS BASED ON SERVQUAL MODEL*——TAKE GULANGYU ISLAND AS AN EXAMPLE |
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Bu Huimin1, Min Wei2, Lin Na1
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1.Xiamen University Tan Kah Kee College，Zhangzhou，Fujian 363105，China;2.Xiamen University，Xiamen 361005，China
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| Abstract: |
| As the core competitiveness of tourism，the service quality of tourist attractions directly affects the development of local economy.Taking Gulangyu as an example，the paper used the SERVQUAL scale for the study of service quality in tourist attractions，so that the tourist attractions and government management departments could better understand the development status and the service quality gap of the tourist attractions，and formulate the plan for optimizing and upgrading the service quality of the tourist attractions，so as to make China′s tourist attractions move towards internationalization faster and bettercomprehensively using the relevant theories and methods of tourism，mathematical statistics，economics and systems engineering to analyze the factor，reliability and validity of the SERVQUAL scale，it was found that SERVQUAL scale was not only feasible and operable，but also credible and reliable.It showed that service quality in Gulangyu should be improved，and suggestions were put forward as follows：optimizing the hardware facilities and service quality，improving the tourism experience atmosphere and reputation； building tourism brand and perfecting supervision mechanism.Through the research，it could provide a reference for the improvement of service quality in Fujian and our country. |
| Key words: SERVQUAL model tourist attractions the service quality studies Gulangyu island |
