Reason Analysis And Countermeasure Research On Tourism Complaints In Rizhao City

With the increase of people's income and leisure time,the tourism demand of Chinese residents is also growing,and the tourism industry is playing an increasingly important role in social development.The opinions on accelerating the development of tourism adopted by the state council on November 25,2009 defines tourism as a strategic pillar industry of China's national economy.In 2016,the municipal party committee and government of Rizhao positioned "tourism rich city" as one of the five strategies for urban development,which promoted the rapid development of Rizhao's tourism industry to high-quality tourism and boutique tourism.With the opening of Rizhao ShanZiHe airport and the opening of QingRiLian railway and LuNan high-speed railway,Rizhao has entered a new era of tourism development.In 2018,tourism consumption reached 41.4 billion yuan and tourists reached 49.2 million,an increase of 15% and 9.5% year-on-year,reaching a new record high.While tourism brings opportunities to Rizhao's development,the number of tourism price,environment,safety and other complaints is also increasing.In 2018,the number of tourism complaints in Rizhao reached 1,181,an increase of 120% year on year.Tourism complaints have become an important constraint for the healthy development of the city's tourism industry.Therefore,it has become an urgent task for Rizhao tourism to purify the market environment and improve the service level by discussing the performance of Rizhao tourism complaints,revealing the causes and proposing solutions.Based on the tourism complaint data of Rizhao during 2017-2018,this study conducted a comprehensive analysis of the complaint types,number of complaints,time and space dimensions,discussed the causes of tourism complaints and proposed countermeasures.The conclusion of this paper focuses on five aspects.First,the tourist complaints in Rizhao show an increasing trend with the development of Rizhao's tourism,and Rizhao has obvious characteristics in the interdiurnal distribution of tourist complaints.Secondly,Rizhao's tourism complaints are mainly distributed in tourist scenic spots on the basis of complaint locations.Based on the types of complaints,8 types of tourism complaints are mainly distributed in DongGang district and ShanHaiTian tourist resort.On the basis of regional division,the largest number of complaints is ShanHaiTian tourism resort and the least is economic and technological development zone.Third,the content of tourist complaints in Rizhao city mainly focuses on the eight aspects of tourist attractions,catering industry,hotel industry,tourism project management,relevant government departments,transportation,travel agencies and tourist guide business complaints.Fourth,the causes of tourism complaints in Rizhao mainly focus on tourism services,tourism safety,tourism infrastructure,tourism media,Tourism functional departments and other six aspects.Fifth,the main measures to reduce tourism complaints in Rizhao city lie in st rengthening tourism training and improving tourism service level;To establish long-term mechanism and create a safe tourism environment;Strengthen governance and standardize the order of tourism market;Strengthen the construction of tourism infrastructure and balance the development of tourism in peak seasons;Strengthen the linkage of departments to ensure the development of tourism;Strengthen tourism publicity and promote the image of tourist cities.