The Evaluation of Tourism Services Quality for the Senior Tourists in Xishuangbanna China: An Investigation Using the SERVPERF Model

Abstract

With the development of economy and society and the deepening of aging, elderly tourism has become a tourism market that cannot be ignored at this stage and in the future. There are still many problems in the process of providing tourism services for elderly tourists in various tourist destinations. Although domestic research on elderly tourism has been on the rise in recent years, there are relatively few studies on the quality of elderly tourism services. Under the guidance of active aging, tourism service system, service quality evaluation and other related theories, this paper uses the SERVPERF model, first of all, the current situation of the service quality of the destination elderly tourism service is studied, and the characteristics of the elderly tourism service are summarized; secondly, the theoretical model of the destination elderly tourism service quality evaluation system is constructed, and the service quality evaluation system of the elderly tourism service is designed and established; then, Xishuangbanna is selected as a case place, and a sample is sampled for questionnaire survey. Using the entropy right fuzzy comprehensive evaluation method to analyze the data, the results show that the quality of the elderly tourism service in Xishuangbanna is general, only in the category of “basic satisfaction”, and there are problems such as lack of construction of ageing facilities, insufficient provision of ageing tourism services, lack of attention to the safety of elderly tourism, and irregularity of the elderly tourism market. Finally, in view of the existing problems, policy suggestions for improving the quality of tourism services for the elderly in tourist destinations are proposed.