The Study Of Changes In Overseas Tourists' Service Quality Evaluation

According as the leading economy, the human society's development experiences the agricultural economy, the industrial economy and the service economy times. As the modern society developing fast, the service plays an important role in it. That indicates the whole social progress. The tourism is the important element of the service, its growth in the national economy and its correlative benefit are remarkable.From the reform and opening policy to work out more than 20 years, tourism has become the most active and potential emerging industry, and also becomes the new growth spot of the national economy. In recent years, our government gives more supports to the tourism, such as enlarging needs, promoting employment, driving opening, increasing income, which get the remarkable results in three points, including the growth of local economy and social development and the promotion of people's living standards. According to the state statistical bureau and the national tourism bureau's statistics, our tourism has still developing whose rate exceeds the rate of the GDP. The contribution of the tourism to national economy and social development is increasingly remarkable.The tourism service quality has already become important barrier to the inbound tourism development. The state tourism bureau has realized this serious problem, and pointed out that service quality and market order are important factors that restrict the present market development. We have to improve tourism service quality in order to develop tourism industry.On the basis of literature review and an analysis of the service, service quality and quality evaluation, the author starts an empirical research into the service quality evaluation and factor system. The author establishes Tourist Service Quality Evaluation Model and Service Quality Fuzzy Comprehensive Evaluation Model, the two models involve psychology knowledge, fuzzy mathematics knowledge, mathematical statistic knowledge, expert estimation and so on. The paper analysis the data using Tourist Service Quality Evaluation Model and Service Quality Fuzzy Comprehensive Evaluation Model, select Beijing, Shanghai, Guangzhou, Guilin, Kunming and Xi'an to take the object of study, and find out the change of tourism service quality.The article falls into seven parts:The first part is the introduction. It mainly introduces the research actuality inside and outside China, and the researching objects, content, aim, means, significance and the innovation.In the second part, the author introduces the theory of tourism service quality, includes the concept of service, service quality and tourism service. As the same time introduce the methods of tourism service quality evaluation and the theory of Service Quality Evaluation Model.In the third part, the author establishes Tourist Service Quality Evaluation Model and Service Quality Fuzzy Comprehensive Evaluation Model.The fourth part and the fifth part are the core of the article. The author establishes Service Quality Fuzzy Comprehensive Evaluation Model and analysis the data of tourism service quality evaluation.In the six part, the author puts forward the suggestion from the following seven aspects, hotel service, catering service, traffic service, entertainment service, shopping service, tour guide service, post and telecommunications service.The last part is the summarize of the article.