北京旅游在线服务满意度的供需差研究  

A SUPPLY-DEMAND DIFFERENCE STUDY OF TOURISM ONLINE SERVICE SATISFACTION IN BEIJING

作　　者：路紫[1] 李彦丽[1] 

机构地区：[1]河北师范大学资源与环境科学学院,中国河北石家庄050016

出　　处：《经济地理》2005年第5期732-735,共4页Economic Geography

基　　金：国家教育部留学回国人员科研基金资助项目([2004]527号);河北省自然科学基金资助项目(编号:D2004000172号);河北省教育厅博士基金资助项目(编号:B2004117号)资助

摘　　要：旅游在线服务使用者满意度的评估正在成为旅游网站研究与信息地理学的交汇点。文章构建了旅游在线服务满意度评估的差异函数范式,并依据此范式提出了一个评估城市(区域)旅游在线服务满意度的可实施的方法———“象限测度法”,随后运用该差异函数范式计算出北京旅游在线服务的供需差,从而较深刻地揭示了城市(区域)旅游在线服务满意度被“供需关系”所影响的状况。该研究不仅有利于旅游网站发展决策的创新,而且有利于城市(区域)旅游在线服务的细化。Tourism organizations are providing various tourism- related online services. More and more customers are using Internet and websites to get tourism information, make airline reservations and reserve a hotel. User satisfaction has become the focus of tourism websites research and information geographic research in the recent years. However, the study of tourism online service has not been unanimously agreed on because it is still at its early stage of study. Taking the studying about Beijing tourism online service as the subject, the article establishes a function basis on evaluation of tourism online service and finds a key point to evaluate tourism online service——the relation between supply and demand. And it also offers an effective way of evaluation of the systetn——satisfaction quadrant in different supply - demand relationship, and at last work out the Beijing, s supply and demand difference. According to the current development of the Internet - based tourism online service in Beijing, this paper also proposes a model for assessing the possibility of a tourism supply - demand difference. The model is tested through measuring the tourism online service developed in 179 websites in beijing. Through the survey tourism online service market in Beijing we found that ： basically, the tourism website design and information supply of Beijing tourism companies has reached a high level. Each tourism website includes a number of the most common elements/functions. Almost websites provide information of address, contact detail, email request, report or more detail, basic product catalogue, and internal links. Ordy some of the websites developed customer support （such as FAQ and map）. Very few websites have provided product catalogue with price/database search. Very few sites allowed online booking. Some tourism companies have started to send information to registered Intemet users. We found that almost Internet users also have a relatively high propensity to tourism online service as the experience. The

关 键 词：旅游在线服务 满意度 供需差 使用者 北京 

分 类 号：F590[经济管理—旅游管理]