Research On Service System Of The Travel Agency Landscape

Since the reform and open policy, the social economy has been change rapidly development, people’s living quality has been continuously improved, the material harvest to meet the increasingly rich, spiritual life trend gradually pursuit, tourism has become an important part of people’s daily life. The pursuit of tourism in the porch, understanding the cultural characteristics of different regions, tour around the mountains and rivers, into people’s spiritual life is an important part of the. The travel agency, is to provide travel services for people’s tools. With the continuous improvement of travel demand, travel service has become the necessary condition to meet customer needs. Demand for consumer demand, diversification, personalization slowly, and the development of travel agency also slowly towards the pursuit of quality, pursuit of innovation, through more ways, to meet the different needs of tourists. Therefore, the establishment of a complete set of service system, has become an important way to improve the service quality of travel agency development.In this paper, through literature research method, the service system of the travel agency construction were reviewed, study the related theories on service and service system, from the theoretical basis of western, the construction of internal service system. The formation of the employees " internal customers " concept, is the internal product idea, let the staff to enhance service awareness, first of all objects within its own people as service, his job as a product, from their own implementation of interworking between internal service reciprocity. At the same time, through research and analysis, put forward the evaluation of internal service quality, as measured by the difference between the tourists and experience a sense of expectation.Take the field research method and case analysis method to choose the scenery travel service as an example, combined with the front desk service quality to design the questionnaire, analysis, research, statistics on the questionnaire results, and as a reference to evaluate the coefficients, the basic elements of the service quality of travel agencies, as well as the essential factor and the relationship between. Through the actual case of landscape travel agency, analyze the existing problems and the causes of the problems, and the establishment of the corresponding model according to the actual situation, and finally puts forward some countermeasures and better serve the needs of the travel agency.This article refers to the management of the management control theory, combining the characteristics of travel services, travel agencies enterprises supporting services for effective control. Through the establishment of service quality control objectives, to establish an effective information system, service recovery effectively, improve the internal control mechanism of service, improve the external service quality control program, a comprehensive control of the travel agency services. And proposed the establishment of a standardized quality management system is the guarantee to improve the quality of service.Using the SERVQUAL evaluation scale, evaluation of the travel agency service of reception quality landscape scale. And the use of IPA analysis, the travel agency service of reception quality was measured, analyzed and proposed amendments. The basic idea of IPA analysis method, is to determine the performance of the actual progress to improve the quality of service through the analysis and comparison of factor evaluation of service expectations, in order to facilitate the limited resources are fully integrated.The innovation of this paper lies in:1) based on the theory of project management, create the process design service standardization construction to meet service, combined with the special behavior, forming a project started (service plan), research planning (combined with the market reality), plan (product development) the assessment and improvement (customer service feedback), five links, the flowing way, to control the travel agency service quality standardization construction.2) this paper constructs a service system, internal covers basic service process system, influence factors of system services, and maintenance service guarantee system.