Guangzhou Tourism Consultation Center - Tourist Satisfaction Study
Company overview
The Guangzhou Urban Tourism Inquiry Service Center (also known as the Guangzhou Tourism Emergency Rescue Center) is a key functional unit under the Guangzhou Municipal Government, actively promoting the construction of tourism service systems. It has long been committed to providing comprehensive, accurate, and convenient tourism inquiry and emergency services for both domestic and international tourists. Its service scope includes scenic resources, transportation routes, hotels and accommodations, and dining venues. With multiple service outlets, it serves as one of the key windows for showcasing Guangzhou's tourism image and plays a pivotal role in enhancing the city's tourism reception capacity and visitor satisfaction
Research background
As Guangzhou's international tourism city status continues to grow, tourists' expectations for the quality of urban public services have also increased. As the first point of contact for visitors, the Guangzhou Urban Tourism Inquiry Service Center directly influences the overall impression tourists form of the city. Therefore, the center urgently needs to leverage third-party evaluation to conduct an objective assessment of the service quality at its key tourism information consultation outlets, identify existing issues and areas for improvement, and provide data-driven support for standardization and refinement of services
Research scope
In June 2017, CEIDEA Research was commissioned by the Guangzhou Urban Tourism Inquiry Service Center to conduct a service quality evaluation study focusing on five key tourism information centers located in central Guangzhou: Huacheng Square, Guangzhou Tower, New Baiyun International Airport, Beijing Road, Fangcun Passenger Station, and Guangzhou East Railway Station Bus Terminal. The research employed a questionnaire-based intercept survey method to systematically collect visitors' evaluations on service attitude, information accuracy, response efficiency, and service facilities. In addition, on-site observations were conducted to understand the actual execution of service processes, identifying service weaknesses and areas requiring improvement from the perspective of visitors
Expected outcomes
The final report will provide actionable recommendations and guidance for the Guangzhou Urban Tourism Inquiry Service Center in optimizing service workflows, enhancing staff capabilities, and improving information display systems. It aims to help establish a high-quality, visitor-satisfying tourism service window and set a benchmark for tourism service development across the city, further elevating Guangzhou's overall reception standards as an international tourism destination
Scan to add our research consultant