Study On Tourism Service Quality Supervision Based On Tourist Complaint

Tourism quality supervision related to the healthy development of the tourism market, and how to monitor the quality of tourism constitutes an important part of tourism administration. Tourism petition is an important manifestation of the tourism quality and handling tourist petition is an important aspect of tourism quality supervision. Under the guidance of tourist satisfaction theory, government regulation theory and quality management theory, this paper studied the quality of tourism destinations regulatory issues from the perspective of tourist complaints. In this paper, taking the perspective of point-and-area study, firstly the national tourism quality supervision of the status quo is analyzed. From the perspective of tourist petition the evaluation systems of tourism quality supervision level were built and then choose Zhangjiajie as an empirical case to evaluate its tourism quality supervision level. Based on the evaluation results the characteristics of tourism quality supervision work experience and travel complaint s in Zhangjiajie were analyzed. Integrated the country’s basic situation and special circumstances of Zhangjiajie, further analysis of tourism quality supervision problems reacted from tourist petition of tourist destination were put out. On this basis, some countermeasures were put out separately from the government, tourism companies, tourism quality supervision department, tour operators, tourists and intermediary organizations: government to establish total factor management of destination awareness; to strengthen supervision enforcement of tourism quality supervision departments; to enhance self-discipline and integrity construction of tourism enterprises; to strengthen service awareness and skills training of tourism professionals; to guide the tourists for reasonable rights; to play an active role of intermediary organization in quality controlling; to accelerate the construction of tourism service quality standards; to promote tourism quality supervision information system.