本文選題：旅游預(yù)訂網(wǎng)站 + 用戶感知��； 參考：《北京第二外國(guó)語(yǔ)學(xué)院》2014年碩士論文

【摘要】：隨著我國(guó)旅游產(chǎn)業(yè)從傳統(tǒng)的觀光型向休閑度假型的轉(zhuǎn)變，休閑時(shí)代背景下，國(guó)民出游頻率增高，方便快捷的在線旅游預(yù)訂的使用率也不斷提高，在線旅游市場(chǎng)快速成長(zhǎng)，競(jìng)爭(zhēng)日益激烈。網(wǎng)絡(luò)平臺(tái)上用戶投訴量激增，反映著目前我國(guó)在線旅游網(wǎng)站服務(wù)質(zhì)量問(wèn)題較多，旅游網(wǎng)站運(yùn)營(yíng)商亟需解決投訴問(wèn)題，提升其服務(wù)質(zhì)量水平。 本文通過(guò)關(guān)鍵事件法將從網(wǎng)絡(luò)上收集到的458個(gè)服務(wù)質(zhì)量關(guān)鍵事件進(jìn)行服務(wù)失誤分類，構(gòu)建了在線旅游服務(wù)失誤分類體系，包含兩大類型：服務(wù)提供系統(tǒng)失誤和員工的反應(yīng)、態(tài)度、行為方面的失誤；對(duì)服務(wù)失誤的歸因分為三類：歸因于在線旅游預(yù)訂網(wǎng)站、歸因于用戶個(gè)人、歸因于互聯(lián)網(wǎng)環(huán)境；對(duì)服務(wù)補(bǔ)救采取的措施分為12種形式：承認(rèn)失誤、道歉、解釋、糾正、折扣、退款、替換、商店積分、附加的糾正、令人不滿的糾正、不作為、失誤擴(kuò)大。 本文通過(guò)問(wèn)卷調(diào)查的方法對(duì)旅游預(yù)訂網(wǎng)站用戶感知服務(wù)質(zhì)量進(jìn)行影響因子研究，通過(guò)主成分分析法提取出八個(gè)因子：效率、安全與隱私、互動(dòng)質(zhì)量、移情性、保證和完成性、客服人員、響應(yīng)性和聯(lián)系；回歸分析研究顯示，效率、安全與隱私、互動(dòng)質(zhì)量、保證和完成性、客服人員、響應(yīng)性和聯(lián)系這七個(gè)因子均對(duì)整體服務(wù)質(zhì)量產(chǎn)生顯著正向影響；影響程度排序?yàn)椋喉憫?yīng)性、聯(lián)系、保證和完成性、客服人員、安全與隱私、互動(dòng)質(zhì)量和效率。
[Abstract]:With the change of tourism industry from traditional sightseeing to leisure vacation in our country, under the background of leisure times, the frequency of national travel is increasing, the utilization rate of convenient and fast online travel booking is also increasing, and the online tourism market is growing rapidly. The competition is becoming increasingly fierce. The sharp increase in the number of complaints from users on the network platform reflects that there are many problems in the service quality of online tourism websites in our country at present. The operators of tourism websites urgently need to solve the complaints and improve their quality of service. In this paper, 458 service quality critical events collected from the network are classified by critical event method, and an online travel service fault classification system is constructed, which includes two types: service delivery system failure and employee response. Attitudes, behavioural errors, service failures are attributed to three categories: online travel booking sites, individual users, and the Internet environment; and measures taken to remedy the service fall into 12 forms: acknowledging failure, Apologies, explanations, corrections, discounts, refunds, replacements, store points, additional corrections, unsatisfactory corrections, omissions, errors expanded. In this paper, the influencing factors of perceived service quality of tourism reservation website users are studied by questionnaire, and eight factors are extracted by principal component analysis: efficiency, security and privacy, interaction quality, empathy, assurance and completion. The results of regression analysis showed that the seven factors of efficiency, security and privacy, interaction quality, guarantee and completion, customer service personnel, responsiveness and connection had significant positive effects on the overall service quality. The order of influence is: responsiveness, connection, assurance and completion, customer service personnel, security and privacy, interaction quality and efficiency.
【學(xué)位授予單位】：北京第二外國(guó)語(yǔ)學(xué)院
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F592;F724.6

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本文編號(hào)：1896939