A Study On Service Quality And Promotion Project Of Jinlong Tourism Fleet

With the rapid development of its economy,China is constantly getting closer to the developed countries and cities in the world.As the tertiary industry,the proportion of service industry in the economic structure of China keeps rising.Obviously,the service quality becomes more and more important for the development of enterprises.Establishing an effective service management system and promoting the sustainable development of enterprises is an urgent problem that service-oriented enterprises need to work out,especially for the private ones with small and medium size..At present,the service of tourist fleet is not that perfect,resulting in the lack of service levels as well as enterprises' falling behind,which is the idle waste of tourism resources.How to do a good job in tourism fleet service,to set up the service brand image for the enterprises and to enhance the service quality of Jinlong Tourism Fleet constantly,as well as enforcing the competitiveness of enterprises is the important content of the Jinlong Tourism Fleet required by the tourism fleet industry.Through in-depth interviews with the company's management personnel,passengers and drivers,this paper found the problems such as low driver service quality,poor service environment,obsolete existing vehicles and lack of management system.The paper has analyzed the service quality problems and causes that appeared in Jinlong Tourism Fleet by combining questionnaires and relevant analyzing tools including fishbone diagram.According to the actual operating situation of Jinlong Tourism Fleet currently,the design principles and purposes of improving service quality are proposed.Then the relevant plans are formulated to establish a standardized service quality system,which imporoves the deficiency in many ways,such as drivers,vehicle inspection and updating,business service process,resorting to feedbacks of service,and complaints remedy.Thereore,we are able to establish a service quality management system of Jinlong Tourism Fleet.This article has put forward improving measures through analyzing existing problems and causes of Jinlong Tourism Fleet,which not only sets an example for other tourism agencies on management,but also provides references for departments of highway communications and tourism sector.