基于顾客满意度的在线旅游平台创新研究  

Research on the innovation of online tourism platform based on customers’satisfaction

作　　者：沈雪玲 曾文霆 顾婷婷[1] 戴欣佚[1] Shen Xueling;Zeng Wenting;Gu Tingting;Dai Xinyi(Jinling Institute of Technology,School of Humanities,Nanjing 210038,China)

机构地区：[1]金陵科技学院人文学院,江苏南京210038

出　　处：《江苏科技信息》2021年第10期59-62,共4页Jiangsu Science and Technology Information

基　　金：2020年江苏省大学生创新创业一般项目,项目名称:基于旅游体验的在线旅游服务平台创新研究,项目编号:202013573026Y。

摘　　要：调查与分析顾客对在线旅游服务平台质量感知与满意度之间的关系有助于从供给侧推动在线旅游服务平台创新。通过在线问卷抽样调查,分析可靠性、易用性、有形性、信息质量、响应性、安全性和移情性7个在线旅游服务质量因子与顾客满意之间的关系。结果显示,当前顾客对在线旅游服务平台的满意度一般,在线旅游服务平台的可靠性、易用性、安全性和移情性与顾客满意呈正相关关系,而有形性、信息质量和响应性与顾客满意的关系不显著。在线旅游服务平台应在增强服务特色、提升游客体验,整合平台资源、创新定制产品,利用信息技术、创新服务模式,加强人才培养、增进用户互动,建立评价反馈或监督机制方面着力创新。The investigation and analysis of the relationship between the customers’perception of the quality of the online tourism service platform and the customers’satisfaction can help promote the innovation of the online tourism service platform from the supply side.The relationship between customer satisfaction and seven online tourism service quality factors,reliability,usability,formality,information quality,responsiveness,security and empathy were analyzed by online questionnaire sampling.The results showed that the customers’satisfaction to the online tourism service platform is general,and the reliability,usability,security and empathy of the online tourism service platform are positively correlated with the customer satisfaction,but the relationship between the materiality,information quality and responsiveness is not significant.Therefore,the online tourism service platform should:(1)enhance the service features and improve the tourist experience feeling;(2)integrate platform resources and innovate customized products;(3)useinformation technology to innovate service model;(4)strengthen talent training and enhance user interaction;(5)establish evaluation feedback or monitoring mechanism to focus on innovation.

关 键 词：在线旅游平台 顾客满意度 创新 

分 类 号：C931.2[经济管理—管理学]