石家庄学院学报

安徽省桐城市六尺巷作为清代“礼让文化”的典型代表与活态传承载体，承载并彰显着中华传统礼治精神的核心价值。近年来，随着景区游客量持续增长，服务供给与游客需求之间的适配矛盾日益凸显，制约了景区高质量发展。通过问卷调查与访谈法收集数据，以SERVQUAL模型为基础，结合层次分析法，系统评估游客对六尺巷景区服务质量的感知水平。研究发现，游客服务期望与实际感知在5个维度上存在显著差距：基础设施现代化水平不足、高峰期服务响应效率较低、工作人员专业能力有待提升、个性化关怀不够充分、服务承诺履行力度有待加强。据此，从优化基础设施、畅通服务响应流程、强化从业人员能力、深化人文关怀、夯实服务可靠性5个方面提出系统性改进策略，以期推动六尺巷景区服务质量提升与可持续发展，并为同类文化景区的管理优化提供参考。

As a typical representative and living inheritance carrier of the "courtesy and comity culture" in the Qing Dynasty, the Liuchi Alley in Tongcheng City, Anhui Province, embodies and highlights the core values of the traditional Chinese ritual governance spirit. In recent years, with the continuous growth of tourist arrivals in the scenic area, the mismatch between service supply and tourist demand has become increasingly prominent, restricting the high-quality development of the scenic spot. Data have been collected through questionnaire surveys and interviews. Based on the SERVQUAL model and combined with the analytic hierarchy process, this paper systematically evaluates tourists' perceived level of service quality at the Liuchi Alley scenic area. The research finds that there are significant gaps between tourists' service expectations and actual perceptions in five dimensions:inadequate modernization of infrastructure, low service response efficiency during peak hours, insufficient professional competence of staff, lack of personalized care, and weak fulfillment of service commitments.Accordingly, systematic improvement strategies are proposed from five aspects: optimizing infrastructure,streamlining the service response process, strengthening the professional capabilities of practitioners, deepening humanistic care, and enhancing service reliability. The findings aim to promote the service quality improvement and sustainable development of the Liuchi Alley scenic area, and provide a reference for the management optimization of similar cultural scenic spots.