摘要
民宿服务质量评价指标是开展民宿服务认证的必要前提。文中运用SERVQUAL模型将影响民宿服务质量要素分为7类。借鉴GB/T 27400—2020《合格评定服务认证技术通则》,利用层次分析法,将其要素重新归纳为“服务要求”和“管理要求”2个一级、15个二级指标。邀请旅游行业政产学研等资深人士及消费者代表,多轮研讨确定民宿服务质量评价指标权重与分值。该民宿服务认证质量评价指标已成深圳市地方标准《民宿服务规范》之主要内容。
The service quality evaluation indicator for homestay inn is an essential precondition to develop the homestay inn service certification.This paper uses the SERVQUAL model to classify the elements that affect the service quality of homestay inn into seven categories.According to the requirement of GB/T 27400-2020"Conformity assessment—General rules for service certification techniques",and using the analytic hierarchy method,the service quality elements of homestay inn are reclassified into two first-level indicators of"service requirements"and"management requirements"and 15 second-level indicators.Senior people come from government,industry,academia and research in the tourism industry and consumer representatives were invited to discuss for many times to finally determine the weight and score of the service quality evaluation indicators for homestay inn.The indicators had become the main content of the Shenzhen local standard"Service specification for Homestay Inn".
作者
蓝雄伟
LAN Xiongwei(SGS-CSTC Standards Technical Services Co.,Ltd Xiamen Branch,Xiamen 361100,Fujian,China)
出处
《市场监管与质量技术研究》
2023年第3期50-53,61,共5页
Market Regulation and Quality Technology Research
关键词
民宿
服务认证
服务质量评价指标
Homestay inn
Service certification
Service quality evaluation indicators
