Business Process Reengineering Of Scenery Spot Based On Tourist Satisfaction

With the booming development and fierce competition trend of traveling industry in China,the service quality of scenery spot has been a crucial factor for competition. The managers of scenery spot gradually came to realize that only tourist satisfaction with the quality of service can create a good fame,and bring in profits. Therefore, how to improve the level of management to strive for tourist satisfaction becomes one of the focuses research to the managers of scenery spot. What's more, managers of scenery spot have held various attempts. But with the personalized tourist demand increased, the rapid development of science and technology, the industry situation and the rules of competition are changing, all these require the scenery spot to continuous innovation , reduce operating costs, improve economic efficiency. The original pure quality management, cost management strategies have failed to achieve the original effect. Business Process Reengineering will be a new concept it is imperative to introduce the spot through industry. This article will explore the scenery spot through the recycling process to improve tourist satisfaction.This paper is based on the theory that the level of tourist satisfaction is the results which the quality and service expectations of tourist compared to the tourist perceived quality of services. The paper in-depth analysis of the tourist service quality expectations, customer service quality and process reengineering theory. And the introduction of quality of service gap model and the quality of service measurement SERVQUAL model analyses our services from the qualitative and qualitative aspects. So as to identify the quality of service gaps exist and through the implementation of Business Process Reengineering, scenery spot can improve the quality of services that exist in order to improve tourist service quality scenery spot satisfaction.Finally, taking Beijing Confucian temple and Guozijian for the case, this part analyses the existin scenery spot service quality by the service measurement SERVQUAL model and finds out the reasons to the existing of services quality gaps.Through the recycling process, a process of core scenery spot optimization program, improve tourist satisfaction.