旅游服务质量信用评价基本指标体系研究

旅游企业服务质量欠佳、失信问题频繁发生,通过建立服务质量信用评价指标体系,评价企业服务质量信用水平,对预防服务质量信用风险具有重要意义.本文以旅游服务型企业为研究对象进行分析与讨论,提出了建立旅游服务质量信用评价基本指标体系的方法.该指标体系在意愿、能力、表现3个维度上建立了4个一级指标,同时设计了17个二级测量指标,并在此基础上使用层次分析法计算确认了各级指标的权重数值.

Study on the Basic Index System of Tourism Service Quality Credit Evaluation

As the problems of poor service quality and credit loss frequently occur in tourism enterprises, it is of great importance to building up the index system of service quality credit evaluation. Taking tourism enterprises as the object, the paper proposes the methods to establish the basic index system for service quality credit evaluation. The index system sets up 4 first-grade indexes in three dimensions of desire, ability and results and 17 second-grade indexes in total, and determines the weight value of various indexes by using the Analytical Hierarchy Process (AHP), which can provide some references to classify and assess enterprises service quality credit.