A Study On Public Satisfaction Of Administrative Adjudication Decisions On Tourism Complaints

With the strategic positioning of tourism industry, tourism service quality regulation rose to a new level. Enhancing the regulation of tourism service quality has become a long-term work of tourism administrative departments at all levels.Tourism complaint is the barometer of tourism service quality. Making administrative adjudication decisions on the tourism complaints are the important aspect of tourism administrative regulation. Concerning the public groups’satisfaction to the administrative processing of tourism complaints is not only an inevitable trend, but also the inherent requirements of cultivating "the modern service industry of people more satisfied" under the background of building service-oriented government.As an outstanding tourism city, tourism service quality regulation of Changsha has made considerable progress. In this paper, the author used two methods:interviews and statistical analysis, analyzed the data of tourism complaints from2010to2012of Changsha, introduced the current situation and adjudication decisions making procedures on the tourism complaints.On the basis of literature and deep interviews with experts, this paper built a public satisfaction evaluation index system of tourism complaints administrative adjudication decisions making, and applied this system into the practice work of tourism service quality regulation of tourism administrative department of Changsha City.Then, calculated the public satisfaction score of Changsha City.The results are as follows:(1) the overall public satisfaction score in tourism complaints administrative adjudication decisions making of Changsha City is74.83;(2) the score of some second indicators, such as the procedures in decisions making, the enthusiastic degree of administrative staff, strict law enforcement and non-discriminatory terms are lower;(3) the public satisfaction score of each public group in descending order is tourism attractions, travel agencies, hotels, tourists in team and individual tourist.Finally, according to the aspects with lower scores, this paper proposed recommendations to upgrade the level of public satisfaction:(1) enhance training service level and improve service quality;(2) enhance the sense of responsibility and promote administrative regulation standardization;(3)optimize the procedures of administrative adjudication decisions making on the tourism complaints and improve service efficiency;(4) intensify propaganda and guide the tourists legitimate rights;(5) associate other government departments, create "Grand Tourism" administrative services.