旅游服务补救质量的综合模糊评价方法探讨

旅游服务补救是目前旅游服务的一个重要组成部分,对旅游服务补救质量进行合理、客观的评价具有很大的应用价值。本文综合运用层次分析和模糊数学的评价模型构建了服务补救评价指标体系,对服务补救质量进行量化分析,并实证检验了该评价方法,研究结果可以有效地指导旅游企业改进服务质量管理。

Study on the Recovery Quality of Tourism Service by the Synthetic Fuzzy Evaluation

Nowadays, tourism service recovery becomes a more im-portant part at tourism enterprises. It adds great practical value to rea-sonably and objectively estimate the quality of service recovery. This article discusses the establishment of the evaluation index system of the service recovery based on the evaluation model by using the analytic hierarchy process and fuzzy mathematics. It also makes the quantitative analysis of the service recovery quality and explains the quantitative evaluation method by way of an empirical analysis. The research result can efficiently direct the tourism enterprise to improve the service quality.