Proceedings of the 2022 2nd International Conference on Management Science and Software Engineering (ICMSSE 2022)

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Research on Service Quality Improvement of Tianmu Lake Scenic Spot Based on SERVQUAL Model

Authors
Hua Wu1, Hongyan Dong2, 2, *
1School Tourism and Social Management, Nanjing Xiaozhuang University, Nanjing, China
2Philippines University, Capitol Site, Batangas City, Philippines
*Corresponding author. Email: 980541096@qq.com
Corresponding Author
Hongyan Dong
Available Online 29 December 2022.
DOI
10.2991/978-94-6463-056-5_89How to use a DOI?
Keywords
Tourist attractions; SERVQUAL model; Service quality; Tian mu Lake
ABSTRACT

As the basic and core factor of tourism development, tourist attractions occupy an incalculable position in tourism, and the service quality of tourist attractions has gradually become a key factor affecting their own competitiveness. In this paper, based on SERVQUAL model, we study Tianmu Lake in Changzhou, so that each scenic spot can pay more attention to the quality of service and can formulate an improved research program. In this paper, the reliability analysis and validity analysis of literature collection method, questionnaire survey method and data analysis method are used to test the feasibility of the new scale, and the paired t-test is performed on the questionnaire results, so as to find out the gap in the service quality of scenic spots, and the strategies to improve the service quality of scenic spots are proposed for five dimensions to improve the management level of scenic spots.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 2nd International Conference on Management Science and Software Engineering (ICMSSE 2022)
Series
Atlantis Highlights in Computer Sciences
Publication Date
29 December 2022
ISBN
10.2991/978-94-6463-056-5_89
ISSN
2589-4900
DOI
10.2991/978-94-6463-056-5_89How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Hua Wu
AU  - Hongyan Dong
PY  - 2022
DA  - 2022/12/29
TI  - Research on Service Quality Improvement of Tianmu Lake Scenic Spot Based on SERVQUAL Model
BT  - Proceedings of the 2022 2nd International Conference on Management Science and Software Engineering (ICMSSE 2022)
PB  - Atlantis Press
SP  - 608
EP  - 612
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-056-5_89
DO  - 10.2991/978-94-6463-056-5_89
ID  - Wu2022
ER  -