基于用户感知的我国在线旅游预订网站服务质量提升研究

发布时间：2018-05-16 13:13

本文选题：旅游预订网站 + 用户感知　；参考：《北京第二外国语学院》2014年硕士论文

【摘要】：随着我国旅游产业从传统的观光型向休闲度假型的转变，休闲时代背景下，国民出游频率增高，方便快捷的在线旅游预订的使用率也不断提高，在线旅游市场快速成长，竞争日益激烈。网络平台上用户投诉量激增，反映着目前我国在线旅游网站服务质量问题较多，旅游网站运营商亟需解决投诉问题，提升其服务质量水平。本文通过关键事件法将从网络上收集到的458个服务质量关键事件进行服务失误分类，构建了在线旅游服务失误分类体系，包含两大类型：服务提供系统失误和员工的反应、态度、行为方面的失误；对服务失误的归因分为三类：归因于在线旅游预订网站、归因于用户个人、归因于互联网环境；对服务补救采取的措施分为12种形式：承认失误、道歉、解释、纠正、折扣、退款、替换、商店积分、附加的纠正、令人不满的纠正、不作为、失误扩大。本文通过问卷调查的方法对旅游预订网站用户感知服务质量进行影响因子研究，通过主成分分析法提取出八个因子：效率、安全与隐私、互动质量、移情性、保证和完成性、客服人员、响应性和联系；回归分析研究显示，效率、安全与隐私、互动质量、保证和完成性、客服人员、响应性和联系这七个因子均对整体服务质量产生显著正向影响；影响程度排序为：响应性、联系、保证和完成性、客服人员、安全与隐私、互动质量和效率。
[Abstract]:With the change of tourism industry from traditional sightseeing to leisure vacation in our country, under the background of leisure times, the frequency of national travel is increasing, the utilization rate of convenient and fast online travel booking is also increasing, and the online tourism market is growing rapidly. The competition is becoming increasingly fierce. The sharp increase in the number of complaints from users on the network platform reflects that there are many problems in the service quality of online tourism websites in our country at present. The operators of tourism websites urgently need to solve the complaints and improve their quality of service. In this paper, 458 service quality critical events collected from the network are classified by critical event method, and an online travel service fault classification system is constructed, which includes two types: service delivery system failure and employee response. Attitudes, behavioural errors, service failures are attributed to three categories: online travel booking sites, individual users, and the Internet environment; and measures taken to remedy the service fall into 12 forms: acknowledging failure, Apologies, explanations, corrections, discounts, refunds, replacements, store points, additional corrections, unsatisfactory corrections, omissions, errors expanded. In this paper, the influencing factors of perceived service quality of tourism reservation website users are studied by questionnaire, and eight factors are extracted by principal component analysis: efficiency, security and privacy, interaction quality, empathy, assurance and completion. The results of regression analysis showed that the seven factors of efficiency, security and privacy, interaction quality, guarantee and completion, customer service personnel, responsiveness and connection had significant positive effects on the overall service quality. The order of influence is: responsiveness, connection, assurance and completion, customer service personnel, security and privacy, interaction quality and efficiency.
【学位授予单位】：北京第二外国语学院
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592;F724.6

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