湖南财政经济学院学报
湖南財政經濟學院學報
호남재정경제학원학보
JOURNAL OF HUNAN COLLEGE OF FINANCE AND ECONOMICS
2012年
4期
40-45
,共6页
公益旅游服务%顾客满意度%模糊多属性%测评体系
公益旅遊服務%顧客滿意度%模糊多屬性%測評體繫
공익여유복무%고객만의도%모호다속성%측평체계
public travel service%customer satisfaction%fuzzy multi-attribute%evaluation system
强化政府公益旅游服务供给的绩效测评是推进公益旅游可持续发展、提升公益旅游服务质量的基本手段。针对影响公益旅游服务质量因子的模糊性,通过三角模糊数集中表达公益旅游服务游客主观评议,设计公益旅游顾客满意度测评指标,并构建测评模型是改善公益旅游服务满意度测评的有效方法。通过模糊多属性测评发现,推行公益旅游服务项目质量测评、科学规划公益旅游服务项目、加快公益旅游服务政策规制体系建设,是提升公益旅游服务顾客满意度的关键。
彊化政府公益旅遊服務供給的績效測評是推進公益旅遊可持續髮展、提升公益旅遊服務質量的基本手段。針對影響公益旅遊服務質量因子的模糊性,通過三角模糊數集中錶達公益旅遊服務遊客主觀評議,設計公益旅遊顧客滿意度測評指標,併構建測評模型是改善公益旅遊服務滿意度測評的有效方法。通過模糊多屬性測評髮現,推行公益旅遊服務項目質量測評、科學規劃公益旅遊服務項目、加快公益旅遊服務政策規製體繫建設,是提升公益旅遊服務顧客滿意度的關鍵。
강화정부공익여유복무공급적적효측평시추진공익여유가지속발전、제승공익여유복무질량적기본수단。침대영향공익여유복무질량인자적모호성,통과삼각모호수집중표체공익여유복무유객주관평의,설계공익여유고객만의도측평지표,병구건측평모형시개선공익여유복무만의도측평적유효방법。통과모호다속성측평발현,추행공익여유복무항목질량측평、과학규화공익여유복무항목、가쾌공익여유복무정책규제체계건설,시제승공익여유복무고객만의도적관건。
Strengthening performance evaluation of the supply of government public welfare tourism services is the basic method to advance the sustainable development of public welfare tourism and improve the quality of public travel services.According to the fuzziness of influence public tourism service quality factor,the paper designs the assessment index of public welfare tourism customer satisfaction and constructs the evaluation mode through the triangular fuzzy number concentrated expression public welfare tourism services tourists subjective evaluation,and it is the effective method to improve public service satisfaction assessment.The fuzzy multiple attribute assessment shows that the keys to improve customer satisfaction of public travel service are implementing public travel service quality evaluation,scientific planning the public travel service and speeding up the regulation system of public travel service policy.
