摘要：近十五年来，我国的旅游产业蓬勃发展，在这个以体验经济为未来导向的时代既是给旅游地区、景区带来了非常充足的发展机会，当然也带来了相应的问题。旅游景区作为旅游业的主要载体在快速发展的同时，也意味着景区配备的导游服务乃至整个行业配备的导游服务对专业化程度的要求将会提高，在此大的市场前提下，应该依靠专业化、职业化、标准化的设计团队制定出能够令来客满意的作业标准。本论文主要是通过对无锡锡惠公园风景区的导游服务质量和游人的用户体验进行实地考察，再结合运用专业学科内所学的理论知识对导游服务质量和游客体验价值的相互关系进行分析研究，意在了解游客对导游服务的满意度究竟占据旅游体验的权重多寡，并由点及面地探讨相关的导游服务存在的问题继而提出合理的建议，以此来提高游客的旅游体验，该文章只给予一定浅薄的参考性建议和意见，望使各旅游地区、景区在白热化的旅游市场竞争中能够审时度势，实事求是地践行让游客满意的服务工作。92834

毕业论文关键词：无锡锡惠公园风景区；导游服务质量；分析；建议；

Abstract：In the past fifteen years, China's tourism industry is booming, has brought development opportunities very well in the experience economy for the future oriented era is to tourist areas, scenic spots, but also brings the corresponding problems。 Scenic spots as the main carrier of tourism industry in the rapid development at the same time, also means that the requirements for the degree of specialization of the area is equipped with guide service and the whole industry is equipped with guide service will improve the premise of this big market, the design team should rely on the professional occupation standard formulate to make guest satisfaction the operating standard。 This paper is mainly on the Wuxi scenic tour Xihui park visitors service quality and user experience of fieldwork, combined with the relationship between the use of theoretical knowledge of professional disciplines within the value of experience of service quality of tour guides and tourists were analyzed, aimed at understanding the tourists on the tour guide service satisfaction is how to occupy the tourism experience weight amount and, from the point and face of the existence of related problems and guide service and put forward reasonable suggestions to improve the travel experience of tourists, the article give some superficial reference suggestions and advice, hope the various tourist attractions in the area, intense competition in the tourism market to the situation, realistic practice let visitors with the service。

Key words：Wuxi Xihui park scenic area; tourist service quality; analysis; suggestion; 

目   录

1引言 6         

2无锡锡惠景区介绍 6

3游客对导游服务质量的感知情况 7

4无锡锡惠景区导游的基本现状及分析 9

4。1导游专业能力较差 9

4。2恶性竞争对导游的影响 9

4。3导管中心缺乏效用 10

4。4旅行社的社会公信力下降 11

4。5行政监督不力 11

4。6导游不被信任 12

5无锡锡惠景区导游服务质量提升路径 12

5。1导游自身需提高专业技能和职业道德