Evaluation of Tourism Service Quality of Shenhou Ancient Town Based on AHP-SERVQUAL Model
This article determines the evaluation index system for the tourism service quality of Shenhou Ancient Town based on the SERVQUAL model,and combines AHP to determine the index weights and evaluate the tourism service quality.The results show that the difference between perceived and expected values in five as-pects of tangibility,reliability,responsiveness,assurance,and empathy in Shenhou Ancient Town is negative,indicating that the tourism service quality of ShenHou Ancient Town has not met customer expectations,and there is still room for improvement.Therefore,suggestions are proposed for five aspects:improving the experiential quality of tourism infrastructure and service facilities,enhancing training on service skills for staff and the culti-vation of professional personnel,enhancing service awareness and management systems,improving service effi-ciency and providing personalized service training,and enhancing the ability of employees to provide personalized services.
AHP-SERVQUAL modelShenHou Ancient Townservice quality evaluationservice quality im-provement
NETL
NSTL
万方数据
维普
