The Evaluation System of Tourism Public Services Quality in the Hangzhou Grand Canal Cultural Belt

This study develops a tourism public service quality evaluation system for the Hangzhou Grand Canal Cultural Belt, a UNESCO World Heritage. Based on literature analysis, expert consultation, and 765 tourist questionnaires, exploratory factor analysis was conducted to identify the structural dimensions, followed by the analytic hierarchy process to determine indicator weights. The results reveal a five-dimensional framework consisting of 24 indicators: tourism public safety assurance service (0.2890), tourism convenience and beneficial service quality (0.2064), tourism administrative supervision service quality (0.1820), tourism public transportation service quality (0.1757), and tourism public information service quality (0.1469). Safety assurance represents the most critical dimension, highlighting the importance of risk management in heritage tourism destinations. This study contributes to tourism public service research by extending existing evaluation frameworks from conventional scenic areas to linear cultural heritage corridors and incorporating governance-oriented dimensions into destination service evaluation. The proposed weighted framework provides practical guidance for prioritizing resource allocation and improving tourism public services in the Hangzhou Grand Canal Cultural Belt.