顾客期望、感知服务质量对网络消费者满意的影响——基于在线旅行App的实证研究  

The Influence of Customer Expectation and Perceived Service Quality on Online Consumer Satisfaction——Empirical Research Based on Online Travel APP

作　　者：曾钊 ZENG Zhao(School of Economics and Management,Chang'an University,710000,Xi'an,Shanxi,China)

机构地区：[1]长安大学经济与管理学院,陕西西安710054

出　　处：《特区经济》2023年第2期63-66,共4页Special Zone Economy

基　　金：国家社会科学规划基金“新形势下中国入境旅游经济增长研究”(编号:18BJY195)。

摘　　要：在线旅行已成为旅游业发展的新热点,其网络消费者满意度的培养愈发受到重视。顾客期望、感知服务质量对于网络消费者满意度有着重要影响。本研究基于在线旅游,通过采用问卷调查和实证分析法对414名调查对象进行线上调研,并对整理完的数据进行实证分析。结果显示:顾客期望与感知服务质量对网络消费者满意度有正向的显著影响,其中感知服务质量所包含的有形性、易用性、安全性、经济性以及信息质量5个维度皆对网络消费者满意度的影响显著。因此,在线旅游企业可通过适当提升顾客的期望,在信息质量、安全性等方面有重点的提升感知服务质量,从而对消费者满意度产生影响。Online travel has become a new hot spot in the development of tourism, and the cultivation of online consumer satisfaction has been paid more and more attention. Customer expectation and perceived service quality have an important impact on online consumer satisfaction. Based on online tourism, this study conducted an online survey of 414 respondents through questionnaire survey and empirical analysis, and conducted empirical analysis on the collected data. The results show that customer expectation and perceived service quality have a significant positive impact on online consumer satisfaction, and perceived service quality includes tangibility, ease of use, security, economy and information quality, which all have a significant impact on online consumer satisfaction. Therefore, online tourism enterprises can appropriately improve customers’ expectations and focus on improving perceived service quality in terms of information quality and security, so as to have an impact on consumer satisfaction.

关 键 词：顾客期望 感知服务质量 网络消费者满意度 在线旅游 

分 类 号：F592.3[经济管理—旅游管理]