基于消费者满意度的出境旅游网站服务质量提升研究

发布时间：2018-06-13 06:12

本文选题：出境旅游网站 + 顾客满意度　；参考：《全国商情》2016年15期

【摘要】：随着网络的普及和网络支付手段的日渐成熟,加上各国对我国个人旅游签证政策的逐渐放宽,我国出境旅游的人数迅速增长。出境旅游网站在自助或半自助出境游中扮演了重要角色。面对不断增长的出境自助旅游需求与日趋激烈的在线旅游服务竞争,出境旅游网站必须切实提升自身的服务与产品质量,才能赢得竞争。本文从消费者视角出发,以消费者满意度来衡量网站质量,以穷游网为例进行用户调研数据搜集,在确保调研量表的效度、信度和实用性的情况下,采用多元线性回归方法,得到了影响出境旅游网站消费者满意度的六个显著因素,信息质量、安全与隐私、网站功能、操作界面、消费者关系与响应能力,并针对分析结果对目前国内出境旅游网站的服务质量提升提出了相应的建议。
[Abstract]:With the popularization of the network and the maturation of the payment means of the network, and the relaxation of the individual travel visa policy of our country, the number of people traveling abroad in our country is increasing rapidly. Outbound travel websites play an important role in self-service or semi-self-help outbound travel. In the face of the increasing demand for outbound self-help tourism and the increasingly fierce competition of online tourism services, outbound tourism websites must improve their service and product quality in order to win the competition. In this paper, from the perspective of consumers, the quality of website is measured by consumer satisfaction, and the user survey data is collected with the example of poor swim net. In order to ensure the validity, reliability and practicability of the survey scale, the multivariate linear regression method is adopted. Six significant factors affecting consumer satisfaction of outbound tourism websites are obtained, including information quality, security and privacy, website functions, operating interfaces, consumer relations and responsiveness. At the same time, some suggestions are put forward to improve the service quality of domestic outbound tourism websites.
【作者单位】：北京联合大学管理学院;威海服务业发展局;
【基金】：国家社科基金重大项目(2015YZD03) 国家科技支撑项目(2015BAH15F01) 北京学研究基地科研项目(SK50201402)资助
【分类号】：F592.6;F724.6;F274

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