Traditional Culture Encyclopedia - Tourist attractions - Definition of rural tourism service quality

Definition of rural tourism service quality

the quality of tourism service is the sum of the characteristics and characteristics of the services provided by tourism enterprises.

evaluation criteria

the characteristics of tourism service quality determine the complexity of its evaluation criteria. Tourists usually start from the quality of service results, process quality and image quality, and comprehensively evaluate the tourism services they feel. Therefore, the evaluation standard of tourism service quality must take into account all quality factors. Among the seven evaluation criteria given below, the first two indicators relate to the result quality of tourism services, the last one affects tourists' evaluation of service image quality, and the rest are closely related to the process quality of tourism services.

(1) standardization and skills. Tourism enterprises and their service personnel have the necessary knowledge and skills related to the business, and their work contents and procedures are standardized, which can provide standardized and high-quality services for tourists.

(2) security. The services provided by tourism enterprises to tourists can make them feel personal and property safety. For example, the safety of hotel rooms, the safety of facilities and equipment in tourist attractions, etc.

(3) Attitude and behavior. Front-line service personnel can serve tourists in a friendly way, with a credible attitude and active care, and solve problems for tourists with practical actions. This standard is a comprehensive reflection of the professional quality, service efficiency, adaptability, service attitude and professional ethics of service personnel. For example, the appropriate clothes, elegant manners, sweet language and polite behavior of the reception staff in the hotel lobby can improve the tourists' evaluation of the service quality.

(4) accessibility and flexibility. The design and operation of the geographical location, operating time and operating system of tourism services should be convenient for tourists and can be flexibly adjusted at any time according to the requirements of tourists. This reflects the efficiency of the service delivery system of tourism enterprises and reflects whether the design of the service delivery system is oriented to the needs of tourists.

(5) reliability and loyalty. This means that tourism enterprises can reliably and accurately complete the promised services. No matter what happens, tourists can rely on tourism enterprises, and tourism enterprises can do their best to meet the best interests of tourists. For example, tourists hope that the flights booked by travel agencies can deliver them to their destinations on time, and there will be no late departure and flight delays. Reliability and loyalty are the core content and key part of tourism service management.

(6) service recovery capability. No matter when and what kind of accidents occur, tourism enterprises will take actions quickly and effectively to control the situation and find new and feasible remedial measures. Service recovery can improve the satisfaction of tourists, avoid the negative publicity of tourists, and establish a good relationship with tourists as much as possible.

(7) reputation and credibility. Tourists believe that the business activities of tourism enterprises can be relied on, value for money, and its excellent performance and extraordinary value.