基于OTA的在线旅行预订服务质量研究被引量：10

Study of service quality of online travel booking based on OTA

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摘要基于服务过程的视角,从OTA网站特征、服务交付与结果三方面提出在线旅行预订服务质量的测量维度,利用PLS结构方程分析网站功能性、信息质量、履行性、经济性、保障机制等五大维度对顾客满意与忠诚的影响。研究发现,在线旅行预订服务中的经济性、信息质量、履行性三维度对顾客满意与忠诚都有显著影响,而保障机制维度仅对顾客忠诚有显著影响,功能性维度仅对顾客满意有显著影响。文章结合我国在线旅行预订行业的特点,从网站信息管理与服务质量过程监控等方面提出了管理启示。 This paper investigates the dimensional measures of service quality of online travel booking based on website fea- ture, service delivery and outcome from the perspective of service process, and explores the influence of accessibility, information quality, economical and guarantee mechanism and fulfillment using PLS path analysis. The findings indicate that economical, in- formation service and fulfillment will impact on the customer satisfaction and loyalty significantly, but accessibility only has influ- ence on customer satisfaction, and guarantee mechanism has impact on customer loyalty. According to the development of e - trav- el industry, this study suggests some managerial implications in terms of information management and service process monitoring.

作者张广宇张梦

机构地区西南财经大学工商管理学院

出处《旅游研究》 2012年第4期66-71,共6页 Tourism Research

基金西南财经大学"211工程"三期项目"在线信息对消费者在线服务购买意愿的影响研究"成果之一

关键词 OTA 在线旅行预订服务质量 online travel agency online travel booking service quality

分类号 F590 [经济管理—旅游管理]

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参考文献21

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