Study On Tourist Complaint Behavior And Treatment Satisfaction

As the speediness development of economy and the ceaseless increase of people income and the improvement standard of living, tour more and more becomes one of people's amusement fashion. Tour product is implable, alterable, undeposited and indivisibily. In contacting process that the service people in a tour in touch with the customer, fault serve occur frequently. So tourist complaint is unavoidable, and after fault service, tourist may produce the inactive attitude generally, which is propitious to development of our country tourist trade. Therefore, Study on tourist complaint behavior and treatment satisfaction has very big practical or immediate significance.This paper is allotted together for five chapters:First, setting forth significance, train of thought, study technological process and research method; Second, recollecting home and abroad document which is related to the studying, which include the concept, cause, influencing factor and classify about customer complaint behavior and treatment satisfaction; Third, putting forward the hypothesis and the research model; Fourth, penman adopt many count analysis method, which include narrate nature counting, One—Way ANOVA analysis, Chi-square test, Independent T-test, to discuss the relation between service failure,situational factors,characteristics of tourist and complaint behavior reaction,complaint treatment satisfaction, between complaint behavior reaction and complaint treatment satisfaction, at the same time, verify the hypothesis and amend the model, and bring forward a few constructive ideas to travel agency; Fifth, summing up the full text, and pointing out the study deficiency.