关键词: 旅游管理, 决策, Kano模型, 服务质量

Abstract: Based on the quantitative analysis in Kano model ,this paper proposes a model for improving tourism industry service quality from the customer satisfaction and cost budget perspectives. Relevant evaluation information is obtained by employing the questionnaire survey, and the relationships between customer satisfaction and the fulfillment of customer requirements (S-CR) is determined in Kano model through processing the obtained evaluation information. Then based on the S-CR relationship functions, in the context of considering cost budget, the optimization model of improving tourism industry service quality to maximize the customer satisfaction is constructed, and the budget allocation is determined by solving the optimization model. Finally, a case study is provided to illustrate the feasibility and availability of the proposed method.

Key words: tourism management, decision method, kano model, service quality