The Research On Service Quality Evaluation Model With Empirical Study In Tourism Enterprises Based On DEA Method

At the beginning of the twentieth century, the tourism industry in China has made a historic progress from the large country of tourism resource to the great tourism country in Asia, and meanwhile China is rearing a lot of tourism enterprises matching with the status as the great tourism country. The principle part of the tourism industry in China is those tourism enterprises, whose service quality directly relates to the durative development of the tourism industry, and sometimes even affects the national image and reputation as the best travel resort in the world. Therefore, service quality in tourism enterprises has been paid more and more attention in the tourism and quality fields. How to make use of the service quality evaluation and improve the service quality in tourism enterprises based on the evaluation results is of great significance. This thesis gives an evaluation model of the service quality in tourism enterprises by analyzing the general evaluation methods of the service quality. Combined with characters of DEA method, we also explore the model and obtain the evaluation results. Then those results are applied to appraise service quality and improve the service quality in tourism enterprises, which has very important meaning both in theorem and practice for the development of Chinese tourism enterprises. The main part of the thesis includes the following two points.First, this thesis briefly introduces the background and shows the difficulty of the further research. Through adopting the related achievements in economics, psychology and management, the thesis doesn't only discuss the evaluation foundation of the service quality model in tourism enterprises, but also provides the evaluation model and evaluation indices.Based on the above theoretical exploration, we next choose tourists as the main body of the evaluation to analyze the satisfactory situation of the service quality in tourism enterprises in China by using data analysis software such as Excel and Lindo. In addition, we also examine the validity of the tourist appraisement so that we can draw a whole conclusion for the service quality in tourism enterprises. Finally, according to the analysis results, this thesis proposes several suggestions to enhance the service level in tourism enterprises.