| In recent years,with the gradual increase in the number of Chinese travel,the tourism crowd presents a diversified tendency,disabled groups,elderly groups and families with infants and young children traveling and other obstacle groups become an important market segment in the development of tourism.As an important part of the tourism industry,the hotel industry should provide barrier-free services to the disadvantaged groups,which is of great significance for the image and sustainable development of hotels.However,from a theoretical point of view,the research on the accessibility service quality has not received much attention from the academic circle,and there is a lack of research on the accessibility service quality of hotels.From a practical point of view,the hotel has no relevant measures in daily operation to deal with the problems encountered by tourists with disabilities in accommodation,and cannot meet the needs of customers with disabilities.Therefore,based on the lack of theoretical research and practical needs,this paper discusses the curent situation and problems of hotel barrier-free service,in order to enrich the research on barrier-free service quality,and at the same time provide effective reference significance and basis for hotel operators in the management level of barrier-free service quality improvement,so as to promote the booming development of tourism.From the perspective of barrier-free tourism and based on the basic theories of service quality,this paper selects four hotels in Chengdu that have received tourists with obstacles as the objects of investigation,uses questionnaire survey,factor analysis,IPA analysis and other methods to build an evaluation system of hotel barrier-free service quality,and analyzes the current situation and problems of barrier-free service quality in Chengdu hotels.In order to draw conclusions and put forward specific opinions and suggestions.First of all,based on the SERVPERF model,this study learned from the mature scale of service quality at home and abroad and adjusted it according to the barrier-free tourism situation,and established the hotel service quality evaluation system with 29 evaluation indexes.Factor analysis results show that the accessibility service quality of the hotel includes six dimensions:tangibility,reliability,assurance,empathy,responsiveness and remediation.Secondly,used to build the evaluation system of accessibility of hotel service quality evaluation,the IPAanalysis method is used to calculate the comprehensive score,on the whole and each index for sorting,comprehensive analysis,and draw the following conclusions:(1)the identification problem in the dimension of tangibility.(2)The reliability dimension is the accuracy of the front desk procedures.(3)The assurance dimension is the professional level and service attitude of hotel staff.(4)The responsiveness dimension is the hotel service response question.(5)The dimension of empathy is the problem of personalized service.(6)The remedial dimension is the problem of handling errors.Finally,targeted improvement suggestions and measures are proposed for the generated problems,and the research deficiencies and future prospects of this paper are summarized. |
