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新华社北京9月13日电(记者 赵文君 王优玲)国家质量监督检验检疫总局局长支树平13日在国新办新闻发布会上回答记者有关酒店服务质量的问题时表示,在网上购物、在线旅游等与互联网融合较高的领域,顾客满意度较低。提高服务质量,不仅是服务业效益提升的需要,也是振兴实体经济、全面建成小康社会的需要。
支树平说,2016年服务业在国民经济中占比已达到51.6%,人们对服务质量日益关注。这两年,我国服务业呈现质量“稳中向好”的正向态势,重点服务行业顾客满意度保持在“比较满意”区间,但服务业结构还不尽合理,有效供给不足、竞争力不强等问题还比较突出。近10年来,我国服务类万人投诉量从2006年的1.24件攀升至2016年的2.0件,增幅达61.3%。
支树平表示,近日印发的《中共中央 国务院关于开展质量提升行动的指导意见》明确提出,推动服务业提质增效。指导意见从两方面提出了要求,一是提高生活性服务业品质、二是促进生产性服务业专业化发展。服务业非常广泛,质检总局作为质量工作主管部门,要会同有关部门落实指导意见,实施优质服务创建工程,共同推动服务质量提升。
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