A Research on the Service Quality of Ice and Snow Sports Tourism Based on Kano Model
Based on the Kano model,the attributes of the service quality of ice and snow sports tourism and the differences in the satisfaction of service quality experienced by different consumers were analyzed through a questionnaire survey of three hundred forty-six consumers who had participated in ice and snow sports tourism.The results showed that of the twenty-three elements in the five constructs of ice and snow sports tourism service quality,two are essential qualities,three are charismatic qualities,two are undifferentiated qualities,and the remaining sixteen are linear qualities.Customers of different genders in the two constructs of reliability and responsiveness of satisfaction indirectly reflected that operators do not take enough care of women in the service process.Consumers with different number of participations differed in reliability,responsiveness,affinity,assurance and overall satisfaction with the service quality of ice and snow sports tourism.Consumers with different levels of education differed in their satisfaction with the tangibility,reliability,responsiveness,affinity and overall satisfaction with the quality of ice and snow sports tourism services.In order to better enhance consumer satisfaction with the quality of ice and snow sports tourism services,the operators should give priority to meeting the essential and desired needs of customers,focus on individual differences in needs and innovate personalized service projects,and build uniform service quality standards and improve service specifications.
ice and snow sports tourismKano modelconsumerservice quality
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