| As an ancient civilization,Egypt has a natural advantage in tourism resources.At the same time,Egypt has large areas covered by desert,which limits the development of the Egyptian economy.Tourism is a typical service industry in Egypt,and the world is in the“experience economy era".As the key factor in enhancing the images and brand values of tourist attractions and destinations,the quality of service has a huge impact on tourism.Although tourism industry is the pillar industry of Egypt,the quality of tourism service is below the average level.Therefore,improving the quality of tourism service has always been the focus of the development of tourism in Egypt.The tourist attractions is the key points of tourism industry and the necessary material basis for the development of tourism.At present,most of Egypt’s tourist attractions believe that they have the unique tourism resources,they can keep on monopoly operations,and forming a "ticket economy",while ignoring the improvement of the service quality on the tourist attractions.Therefore,"first-class landscape,bottom-class service,,unbalanced relationship between service supply and service demand,insufficient business process response to tourists,and insufficient employee value are everywhere.Visitor experience satisfaction has generally declined,and tourists complaints keep increasing.This will result in inevitably affect on the development of Egyptian tourism.Therefore,how to improve the tourist satisfaction of the Egyptian tourism industry has practical and theoretical significance.This study takes service quality as the starting point to explore the impact of customer perceived service quality on customer satisfaction in Egypt’s tourist attractions.Based on the literature research and qualitative analysis,this paper sorts out the concept and connotation of service quality,customer perceived service quality,expected service quality and customer satisfaction.Based on the characteristics of Egypt’s tourist attractions,with reference to Grorus’ customer perceived service quality model,PZB gap model and ACSI model,the relationship model and research hypothesis between tourist perception service quality and customer satisfaction of the research are proposed,and the hypotheses were verified in empirical method.As the result,tourists’ perception of service quality has a positive impact on customer satisfaction,and the impact is significant,that is,the better the service quality perceived by tourists,the higher the customer satisfaction;the higher the tourists’ expectations for the service quality of the tourist attraction,the lower the final customer satisfaction;the higher the expectations of tourists on the service quality of the tourist attraction,the lower the quality of service actually experienced.According to the conclusion,this paper gives management suggestions for Egyptian tourist attractions from two aspects:improving the perceived quality of tourists and maintaining the expectations of tourists for serviee quality.We hope that the research results of the thesis can have a certain theoretical guiding significance for the improvement of tourists’ satisfaction in Egypt’s tourist attractions. |
