Service quality in tourist attractions on tourists’ psychological anxiety

Abstract

Background

The development of the tourism industry has led to an increasing number of tourists, demanding better service quality from scenic spots. The improvement of service quality in tourist attractions can provide tourists with a safer and more reliable travel environment, reducing their anxiety about risks and uncertainties.

Subjects and Methods

Based on the principle of random sampling, the population aged between 18 and 60 in a certain scenic area were selected and distributed a service quality demand questionnaire. It includes four criteria: safety services, navigation services, employee attitudes, and service processes. The score was filled out on a scale of 1 to 10. The higher the score, the more valued the content is by tourists. A total of 1000 demand forms were distributed, and 985 were actually collected, with a recovery rate of 98.5%. Statistical analysis was conducted on the table data using SPSS23.0 software.

Results

According to the statistical results, there is a negative correlation between the four aspects of scenic area safety services, scenic area navigation services, employee attitudes, and service processes and tourists’ psychological anxiety, with a P-value less than 0.05, indicating statistical significance.

Conclusions

By providing a sense of safety and security, accurate and complete scenic area information, friendly and enthusiastic service attitude, and convenient and efficient service processes, scenic area managers can reduce tourists’ anxiety, and improve their satisfaction and experience.

Acknowledgement

In 2019, the Youth Fund for Humanities and Social Sciences Research of the Ministry of Education (No. 19YJC790043).