基于顾客忠诚度视角下在线房屋短租服务质量的研究

发布时间：2018-12-26 08:57

【摘要】：随着Airbnb在国外的兴起,在线短租这种新的住宿方式也慢慢的在国内流行起来。各种在线短租平台相继成立,纷纷推出各种极具特色和个性化的住宿产品。由于当前在线短租平台众多,行业比较混乱,导致房屋短租线上线下产品和服务频频出现各种问题。归根到底,因为在线短租不像酒店行业,其缺乏相应服务质量指标的规范。本文在顾客忠诚度的视角下,研究了在线房屋短租的服务质量,通过实证研究找出一些房屋短租线上线下影响顾客忠诚度的具体服务质量指标。本文首先梳理了在线短租、服务质量、电子商务服务质量、顾客忠诚度、变量间的关系等相关国内外文献。紧接着对在线短租行业的发展现状进行分析。在此基础上,提出本文的理论模型,并对模型中变量间的关系进行假设。再次,以有在线房屋短租体验经历的消费者为研究对象,通过问卷调研形式进行实证方面的研究。文章通过SPSS22.0,AMOS21.0软件进行相关的统计分析,对假设进行检验并得出本文的研究结论。线下服务的可靠性和移情性对平台顾客忠诚具有显著的正向影响,线上服务的易用性、安全性和关怀性对平台顾客忠诚度具有显著的正向影响,最终构建一个相对合理的在线房屋短租服务质量的指标体系。最后,对提升在线房屋短租的服务质量,增强平台顾客忠诚提出相关建议。本文的研究成果将会在一定程度上丰富和发展服务质量及企业顾客忠诚度领域的理论成果。对在线短租平台建立线下服务质量管理监督制度、改善线上线下服务质量以及提高用户忠诚度提供一些思路。也为在线短租这种新业态构建服务管理标准提供了方法,给行业和政府部门规划房屋短租未来健康有序的发展提供了一些借鉴意义。
[Abstract]:With the rise of Airbnb abroad, online short-rent, a new form of accommodation is slowly gaining popularity in China. A variety of online short-rent platforms have been established, have launched a variety of unique and personalized accommodation products. Because of the large number of online short lease platforms and the confusion of the industry, there are many problems with the products and services on and off the line. In the final analysis, because online short-rent unlike the hotel industry, its lack of corresponding service quality indicators. In this paper, from the perspective of customer loyalty, we study the service quality of online housing short lease, and find out some specific service quality indexes that affect customer loyalty on and off the line through empirical research. This paper first combs online short lease, service quality, e-commerce service quality, customer loyalty, the relationship between variables and other related domestic and foreign literature. Then the development status of online short-rent industry is analyzed. On this basis, the theoretical model of this paper is proposed, and the relationship between variables in the model is assumed. Thirdly, the empirical research is carried out through questionnaire survey to the consumers who have experience of online housing short lease experience. This paper carries on the related statistical analysis through the SPSS22.0,AMOS21.0 software, carries on the test to the hypothesis and obtains the research conclusion of this paper. The reliability and empathy of offline service have a significant positive impact on platform customer loyalty, while the ease of use of online service, security and caring have significant positive effects on platform customer loyalty. Finally, build a relatively reasonable online housing short-rent service quality index system. Finally, some suggestions are put forward to improve the service quality and enhance customer loyalty of online housing. The research results of this paper will enrich and develop the theoretical achievements in the field of service quality and customer loyalty to a certain extent. This paper provides some ideas for the establishment of offline service quality management and supervision system, improvement of online and offline service quality, and improvement of user loyalty on the online short lease platform. It also provides a method for new business type to construct the service management standard and provides some reference significance for the industry and government departments to plan the future healthy and orderly development of housing short lease.
【学位授予单位】：上海师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F724.6;F719.2

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