A complete tourism service quality system should include

A complete tourism service quality system should include quality management responsibilities, personnel and material resources, and service quality system structure.

Tourists usually comprehensively evaluate the tourism services they experience based on the quality of service results, process quality, and image quality. Therefore, the evaluation criteria of tourism service quality must take into account all quality elements. Among the seven evaluation criteria given below, the first two indicators relate to the result quality of tourism services, the last criterion affects tourists' evaluation of the quality of service image, and the remaining evaluation criteria are closely related to the process quality of tourism services.

(1) Standardization and skilling. Tourism enterprises and their service personnel have necessary business-related knowledge and skills, standardized work content and standard operating procedures, and can provide tourists with standardized and standardized high-quality services.

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

(3) Attitudes and behaviors. Front-line service personnel can serve tourists in a friendly manner, with a credible attitude, proactive care and attention, and take practical actions to solve tourists' problems. This standard is a comprehensive reflection of the professional quality, service efficiency, adaptability, service attitude, professional ethics and other qualities of service personnel. For example, the hotel reception staff's decent clothing, elegant manners, sweet language, and polite behavior can improve tourists' evaluation of service quality.

(4) Accessibility and flexibility. The geographical location, operating hours and operating system design and operation of tourism services must be convenient for tourists and can be flexibly adjusted at any time according to tourists' requirements. 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.

Generation of a complete tourism service quality system:

Tourism enterprises are the main body that improves people’s satisfaction with tourism service quality. To improve the quality of tourism services, we must focus on implementing the main responsibility for tourism service quality.

In this process, we must do a good job in cultivating corporate quality culture, improving quality management levels, promoting corporate service innovation, and enhancing tourism service quality assurance. At the same time, we must give full play to the role of industry organizations and better mobilize The enthusiasm of market entities such as A-level tourist attractions, star-rated hotels, travel agencies, and online travel operators truly regards improving the quality of tourism services as an important starting point for enhancing market competitiveness.

The process nature of tourism products determines that the quality of tourism services is generated in the behavioral contacts and emotional exchanges between tourism companies and tourists. Tourism service quality includes two parts: result quality and process quality. Tourism service quality is the sum of the characteristics and characteristics of the services provided by tourism enterprises. Customer satisfaction is one of the determinants of service quality. This concept believes that the accumulation of customer satisfaction will lead to good service quality evaluation.