ICS03.080.DB33A 12浙 江 省地方标准DB33/T 719—2017代替DB33/T 719-2008旅行社品质等级划分与评定The demarcation and evaluation of quality rank for travel agency2017-12-01发布2018-01-01实施浙江省质量技术监督局发布DB33/T 719—2017DB33/T 719—2017目次前言 ...........................................................................- 2 -旅行社品质等级划分与评定...............................................................11范围.................................................................................12规范性引用文件 .......................................................................13术语和定义 ...........................................................................14总则.................................................................................15评定指标.............................................................................15.1基本条件 .........................................................................25.2管理品质 .........................................................................25.3设施品质 .........................................................................35.4产品品质 .........................................................................35.5营销品质 .........................................................................35.6诚信品质 .........................................................................45.7服务品质 .........................................................................46品质等级划分与标志 ...................................................................47监督与管理 ...........................................................................5附录A（规范性附录）旅行社品质等级划分与评定必备条件检查表.............................6附录B（规范性附录）旅行社品质评价基本计分表..........................................10附录C（规范性附录）旅行社服务质量暗访与计分方法......................................31附录D（规范性附录）旅行社服务质量顾客调查与计分方法..................................37附录E（资料性附录）旅行社员工满意度调查与计分方法....................................40附录F（资料性附录）旅行社管理体系评价与计分方法..................................