Research On Improvement Of Tourism Public Service Quality

Tourism public service is an important part of the public service field.To continuously improve the quality of public tourism service is not only the inevitable requirement of tourism service industry innovation and development,to speed up the construction of tourism power,but also an important function of modern public service government.Continuous improvement for in-depth study of public tourism service quality contributes to the promotion of tourism public service quality theory forming,enriches the public service management discipline system,contributes to the promotion of public stable tourism service supply quality and continuous improvement and strengthens the foundation for economic development and social transformation.This paper chooses Xiamen as a case,which derives from one of the most important tourist cities in China.It has important theoretical value and typical model significance.Putting the satisfaction of the tourists as the starting point and destination,the public management theory as the theoretical foundation of the service quality,this paper integrates the use of literature,comparison,case,interview,questionnaire,statistics and other methods to study how to establish tourism public service quality,tourism public service evaluation index system of tourism public service quality,service quality monitoring mechanism with the continuous improvement of tourism and public service quality?The research contents of this paper include the following four aspects:First,to sort out the progress of tourism public service quality from the practical level.The practice of typical tourist cities in domestic and abroad were investigated,and the common problems in the development of outbound tourism cities were studied and the practice of Xiamen city was observed.Second,construct the framework of tourism public service quality improvement from the theoretical level.To clarify the tourism public service quality and other core concepts,combing the tourism public service system and the main responsibility;according to the practice of public service quality improvement,combined with the specific environment of tourism public service,the construction of tourism public service quality improvement framework.Third,the operational level of continuous tourism public service quality improvement.The first is to establish quality objectives.On the basis of the existing software and hardware,the ISA method is used to investigate the true perception of tourists,the gap between the expectation and perception,and the"short board" of tourism service quality ".Through the I-S level calculation,the author find outs the priority improvement and sub-optimal improvement to establish stage goal of the tourism public service quality improvement followed by monitoring the quality of operation.The publicity and implementation,unifying the internal thought,and constructing the social atmosphere improve the quality of tourism public service.With the help of "information monitoring,linkage governance,standardization of recognition and reward and punishment" mechanism monitor the overall of tourism public service quality.The next is the evaluation of service quality.Using SERVQUAL framework,the tourism public service quality is specific,corresponding to the development of a set of quality evaluation index system,the evaluation of Xiamen and the calculation of the stage of quality improvement work focus.Finally,continuous improvement of service quality.Continuous improvement of Xiamen tourism public service quality,putting tourists satisfaction as the goal,the tourism service application optimization design based on the wisdom of Xiamen top,construction quality improvement "nutrient pool" enrich the Xiamen quality award system with strong quality improvement "carrot",strengthen the cooperative sector governance and improve the quality of forging "stick","three-in-one,construction Mathias simultaneously" service quality improvement framework.Fourth,to explore the general operation of public service quality improvement from the perspective of promotion.Combine the research results of each link and the concrete operation steps with the experience of Xiamen.In this paper,the main innovations are as follows.The first is constructing the tourism public service quality management theory and operation framework;the second is trying to develop a set of tourism public service quality evaluation index system and quantify the stage goal of the service quality improvement;The third is trying to sort out the general guidelines of tourism public service quality management.Owing to the ability and energy constraints,the original survey data is just from the Siming District,and the paper will further broaden the scope of the study area in future,and try to narrow the gap between reality and ideal.In the future,we will further optimize the evaluation index system and follow up the research on the evaluation index system of tourism public service quality based on Xiamen Island.