| With the growth of economic income,people’s quality of life continues to improve,and the demand for tourism is also accelerating.According to the opinions on accelerating the development of tourism issued by the State Council,tourism is the pillar industry of economic growth and plays an important role in social development.At present,people pay attention to the quality of travel service,pursue the quality of travel,and generally enhance the awareness of protecting the rights of tourism consumption.The problems caused by tourism complaints are becoming increasingly prominent,which urgently need to be paid attention to.For many years,domestic and foreign researches on complaints from tourism enterprises have made great achievements,but there is a lack of systematic research and Analysis on complaints from tourism destinations.At present,the construction of tourism complaint system of city and county level destinations is still in the exploratory stage.Wanning City always ranks the third in the tourist reception list of cities and counties in Hainan Province.Based on the tourism complaint data of Wanning City from 2014 to 2019,this paper makes a comprehensive and objective analysis from the dimensions of complaint category,number and time.On this basis,it puts forward feasible suggestions to optimize government functions and improve the construction of tourism complaint system,which has certain practical and academic value.This paper first analyzes and defines the related concepts of tourism complaints,discusses the definition of tourism complaints,the seasonality of tourism complaints,the types of tourism complaints,and the causes of tourism complaints,so as to provide a clear theoretical framework for empirical research.Secondly,taking the basic situation of tourism development in Wanning City as the research background,this paper collects the relevant data of tourism complaints in Wanning City from 2014 to 2019,makes statistical analysis according to the time distribution and type distribution,finds out the relationship between the quarterly number,type and time factors of tourism complaints,and puts forward the corresponding countermeasures through the analysis,In order to solve the contradiction between tourists and service providers,and realize the balance of justice,efficiency and social benefits.Finally,according to the analysis and evaluation results,this paper puts forward some appropriate countermeasures and suggestions to effectively solve the tourism complaints,and puts forward some effective preventive and safeguard measures,so as to provide some reference for the optimization construction of tourism complaint system in other cities and counties of Hainan Province in the future. |
