在线旅游企业人机交互效率的影响因素研究

发布时间：2018-11-03 11:31

【摘要】：随着在线旅游企业在如今的旅游市场上所占据的市场份额越来越大,人们对于在线旅游企业的关注也越来越多。而企业的运营发展中最关注的问题当属企业的工作效率的高低,在线旅游企业也不例外。对于在线旅游企业来说,它既是旅游服务企业,也是依靠技术的互联网企业。在线旅游企业的典型工作模式是员工通过与计算机的交互来完成日常的工作和任务也就是人机交互的工作模式。人机交互的工作效率对于企业整体效率有着重要的影响。因此,我们需要寻找哪些因素会影响人机交互的工作效率。除了考虑到原有的基于制造业企业的人机交互工作效率的影响因素之外,还结合在线旅游企业服务行业的特点即企业员工与客户存在着服务接触,归纳总结出在线旅游企业人机交互工作效率的影响因素。本文将在建立影响因子假设模型的基础上,通过访谈和问卷发放进行实证分析,进而得出影响在线旅游企业人机交互的工作效率的影响因素。本文在采用SPSS数据分析后共得出了包括员工因素、计算机因素、任务因素、管理环境因素以及客户因素5大类因素在内的共11个因子。而这11个因子将分别影响包括交互满意度、交互时间以及交互质量在内的交互效率的3个方面,从而对交互效率产生影响。然后从交互满意度、交互时间以及交互质量3个方面各自提出相应的措施来优化效率,从而使在线旅游企业更具竞争力。在交互满意度方面,重点从员工生理、组织文化体制以及客户要求三个方面去提升。而在交互时间方面,则考虑从员工生理,软件性能、任务以及客户要求4个方面去提升。至于最后的交互质量方面,个人特征与能力、任务、客户配合以及工作交往是提升交互质量的主要着手点。
[Abstract]:With the increasing market share of online tourism enterprises in today's tourism market, people pay more and more attention to online tourism enterprises. The most concerned problem in the operation and development of enterprises is the efficiency of enterprises, online tourism enterprises are no exception. For online tourism enterprises, it is not only tourism service enterprises, but also Internet enterprises relying on technology. The typical working mode of online travel enterprises is that employees can complete their daily work and tasks by interacting with computers, that is, man-machine interaction. The efficiency of man-machine interaction has an important impact on the overall efficiency of the enterprise. Therefore, we need to find out which factors will affect the efficiency of man-machine interaction. In addition to considering the factors that affect the efficiency of human-computer interaction based on manufacturing enterprises, it also combines the characteristics of the online tourism enterprise service industry, that is, the service contact between enterprise employees and customers. This paper summarizes the factors that affect the efficiency of human-computer interaction in online tourism enterprises. Based on the hypothesis model of influence factors, this paper makes an empirical analysis through interviews and questionnaires, and then obtains the factors that affect the efficiency of man-machine interaction in online tourism enterprises. In this paper, 11 factors including employee factor, computer factor, task factor, management environment factor and customer factor are obtained by using SPSS data analysis. These 11 factors will affect three aspects of interaction efficiency, including interaction satisfaction, interaction time and interaction quality, which will have an impact on interaction efficiency. Then we put forward corresponding measures to optimize the efficiency from three aspects of interaction satisfaction, interaction time and interaction quality, so as to make online tourism enterprises more competitive. In terms of interaction satisfaction, emphasis is placed on employee physiology, organizational culture and customer requirements. On the other hand, in the aspect of interaction time, we consider four aspects: employee physiology, software performance, task and customer requirement. As for the final aspect of interaction quality, personal characteristics and abilities, tasks, customer cooperation and work interaction are the main starting points for improving interaction quality.
【学位授予单位】：浙江工商大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F724.6;F592.6

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