本文關(guān)鍵詞：出境游海外領(lǐng)隊服務(wù)質(zhì)量測評體系實證研究　出處：《遼寧大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

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【摘要】：進(jìn)入二十一世紀(jì)以來中國公民的出境旅游飛速發(fā)展，我國2012年的出境旅游人次達(dá)到了7840萬，，已成為世界第一大出境消費國。截至2012年2月，全國出境游旅行社數(shù)量為1381家，2012年度全國旅行社出境旅游營業(yè)收入同比增長40.11%,占全國旅行社旅游業(yè)務(wù)營業(yè)收入總量的30.23%。旅行社出境旅游產(chǎn)品的熱銷和大多數(shù)地區(qū)或國家尚未針對中國公民開通自由行業(yè)務(wù)的客觀要求，導(dǎo)致了旅行社中海外領(lǐng)隊的數(shù)量劇增，同時游客對海外領(lǐng)隊服務(wù)質(zhì)量的要求也越來越高。本文立足于服務(wù)質(zhì)量理論研究的角度，分析游客對海外領(lǐng)隊服務(wù)質(zhì)量評價的指標(biāo)，提出了若干提高海外領(lǐng)隊服務(wù)質(zhì)量的建議，進(jìn)而提升旅行社出境游產(chǎn)品的整體質(zhì)量。 本論文主要從五個部分進(jìn)行論述的，其中第一部分是緒論，主要從研究背景、研究意義、研究思路與方法以及創(chuàng)新點幾個方面進(jìn)行論述的。第二部分是文獻(xiàn)綜述，主要介紹了服務(wù)質(zhì)量及測評指標(biāo)理論綜述、旅游業(yè)服務(wù)質(zhì)量理論綜述、導(dǎo)游服務(wù)質(zhì)量理論綜述及海外領(lǐng)隊的相關(guān)概念。第三部分是海外領(lǐng)隊服務(wù)質(zhì)量指標(biāo)體系研究。該部分主要從兩個方面進(jìn)行論述，第一個方面是海外領(lǐng)隊服務(wù)質(zhì)量指標(biāo)體系的構(gòu)建，另外一個方面是海外領(lǐng)隊服務(wù)質(zhì)量指標(biāo)體系的分析。第四部分是本文最重要的部分，是海外領(lǐng)隊服務(wù)質(zhì)量評價指標(biāo)體系的檢驗，主要從六個方面進(jìn)行論述的，第一個方面是具體的檢驗方法，包括頻數(shù)分析、相關(guān)分析、因子分析、信度及效度分析和回歸分析，第二個方面是調(diào)研樣本的頻數(shù)分析，第三個方面是對測評指標(biāo)的純化，第四個方面是信度與效度分析，第五個方面是海外領(lǐng)隊服務(wù)質(zhì)量測評指標(biāo)權(quán)重的確定，最后一個方面是檢驗后的海外領(lǐng)隊服務(wù)質(zhì)量評價指標(biāo)體系。最后一部分是結(jié)論與展望，首先介紹的是本論文的研究成果及結(jié)論，其次介紹的是本論文研究的局限及展望。 綜上所述，本論文是在現(xiàn)有理論的基礎(chǔ)之上，對出境游海外領(lǐng)隊服務(wù)質(zhì)量測評體系的研究，具有一定的理論意義與現(xiàn)實意義。
[Abstract]:Since 21th century, the outbound tourism of Chinese citizens has developed rapidly. In 2012, the number of outbound tourists in China has reached 78.4 million, which has become the largest outbound consumer country in the world. As of February 2012. The number of outbound tour travel agencies in China was 1 81.The operating income of outbound travel agencies increased by 40.11% year on year in 2012. It accounts for 30.23% of the total operating income of travel agencies in China. The hot sales of outbound travel products of travel agencies and the objective requirements of most regions or countries that have not yet set up free travel business for Chinese citizens. As a result, the number of overseas tour leaders in travel agencies has increased dramatically, and the demand of overseas tour leaders for service quality has become higher and higher. This paper is based on the theoretical study of service quality. This paper analyzes on the evaluation indexes of overseas tour leaders' service quality, and puts forward some suggestions to improve the service quality of overseas tour leaders, so as to improve the overall quality of outbound tour products of travel agencies. This paper is mainly discussed from five parts, the first part is the introduction, mainly from the research background, research significance. The second part is the literature review, mainly introduces the service quality and evaluation index theory review, tourism service quality theory review. The third part is the research on the index system of overseas tour leader service quality. This part mainly discusses from two aspects. The first aspect is the construction of overseas leader service quality index system, the other is the analysis of overseas leader service quality index system. Part 4th is the most important part of this paper. Is the overseas leader service quality evaluation index system test, mainly from six aspects of the discussion, the first aspect is the specific inspection methods, including frequency analysis, correlation analysis, factor analysis. Reliability and validity analysis and regression analysis, the second aspect is the frequency analysis of survey samples, the third aspect is the purification of evaluation indicators, the fourth aspect is reliability and validity analysis. The fifth aspect is the overseas leader service quality evaluation index weight determination, the last aspect is the overseas leader service quality evaluation index system after the inspection. The last part is the conclusion and the prospect. Firstly, this paper introduces the research results and conclusions, and then introduces the limitations and prospects of this paper. To sum up, this paper is based on the existing theory, the study of overseas tour leader service quality evaluation system, has a certain theoretical and practical significance.
【學(xué)位授予單位】：遼寧大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F592.6

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