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旅游投诉直接反映旅游服务质量,处理旅游投诉直接反映旅游行政部门行政服务质量。本文构建了一个旅游投诉处理满意度的评价指标体系,用模糊综合评价法对长沙市旅游行政部门处理旅游投诉的满意度进行了测评,根据测评结果分析了原因并提出了对策。
Tourism complaints directly reflect the quality of tourism services, tourism complaints directly reflect the travel administration administrative services quality. This paper constructs an evaluation index system for the satisfaction of tourism complaint handling, evaluates the satisfaction degree of Changsha tourism administration in handling tourism complaints by fuzzy comprehensive evaluation method, analyzes the reasons and puts forward countermeasures according to the result of evaluation.