CAJ | 학술논문

乡村旅游服务质量被广泛认为是区别乡村旅游产品及建立竞争优势的主要因素。本文利用SERVQUAL模型,从有形性、可靠性、响应性、保证性、移情性五个维度对安徽省蚌埠市禾泉农庄的服务质量进行调查,发现该农庄所提供的服务质量和顾客期望之间存在的差距,并对产生该差距的各因素进行分析,从而得出提升其服务质量的对策。
향촌여유복무질량피엄범인위시구별향촌여유산품급건립경쟁우세적주요인소。본문이용SERVQUAL모형,종유형성、가고성、향응성、보증성、이정성오개유도대안휘성방부시화천농장적복무질량진행조사,발현해농장소제공적복무질량화고객기망지간존재적차거,병대산생해차거적각인소진행분석,종이득출제승기복무질량적대책。
The service quality of country tour operators has been a decisive factor in competition.The paper employs the SERVQUAL model and conducts an investigation on the service quality of Hequan Resort,Baopu,Anhui province from its tangibility,reliability,influence,commitment and empathy arouse.It is found that the service provided by the resort fail to meet tourists＇ expectation.The paper then analyzes the cause and puts forward countermeasures.