中文摘要：

旅游业的发展在很大程度上取决于旅游服务质量．本文先运用模糊综合评价方法，对入境游客对我国旅游服务质量的评价进行定量分析．得到综合评价得分由高到低依次为日本、加拿大、美国、澳大利亚、瑞典、英国、德国、荷兰、法国、意大利、西班牙、韩国；然后运用聚类分析将12个国家分成4类．结果表明不同国家的游客对我国旅游服务质量的评价存在明显差异．

英文摘要：

The sustainable development of tourism largely depends on quality of tourism service. In this paper, using fuzzy comprehensive evaluation, the evaluation of overseas tourists to China＇s quality of tourism service is analyzed quantitatively. The results are in the order of from high to low Japan, Canada, the United States, Australia, Sweden, United Kingdom, Germany, the Netherlands, France, Italy, Spain and South Korea. Then the above twelve countries are divided into four categories, using cluster analysis. All the results show that there are still outstanding differences among tourists from different countries on China＇s evaluation of the quality of tourism service.