旅游电子商务成熟度对顾客忠诚度的影响  

The Influence of Tourism E-commerce Maturity on Customer Loyalty

作　　者：刘春芳 林桂君 肖桂元 LIU Chunfang;LIN Guijun;XIAO Guiyuan(Department of Economics and Management,Xiangnan University,Chenzhou 423000,Hunan,China;China Southern Power Grid,Shenzhen 518000,Guangdong,China)

机构地区：[1]湘南学院经济与管理学院,湖南郴州423000 [2]中国南方电网,广东深圳518000

出　　处：《科技和产业》2023年第13期70-75,共6页Science Technology and Industry

基　　金：湘南学院2022年度校级科研项目青年项目(2022JX22)。

摘　　要：探讨旅游电子商务成熟度对顾客忠诚度的影响,分析其影响机制,利用结构方程模型进行验证。结果显示,旅游电子商务成熟度的4个维度主要通过顾客满意度和客户信任影响顾客忠诚度,其中,对客户信任的影响效用由大到小分别是信息质量、交易机制、以顾客为中心,对顾客满意度的影响效用由大到小分别是信息质量和交易机制。The influence of tourism e-commerce maturity on customer loyalty is studied.Through discussing its influence mechanism and structural equation model verification analysis,the results show that the four dimensions of travel E-commerce maturity affect customer loyalty mainly through customer satisfaction and customer trust.Among them,the influence effect of travel E-commerce maturity on customer trust from large to small is information quality,transaction mechanism,customer-centered.The effects on customer satisfaction in descending order are information quality and transaction mechanism.

关 键 词：旅游电子商务成熟度 顾客忠诚度 客户信任 顾客满意度 

分 类 号：F592.6[经济管理—旅游管理]