用户体验视角下航空公司官网服务质量评价

Service Quality Evaluation of Airline Offical Website from User Experience Perspective

从用户体验的角度,浏览网站主要有技术性能、导航与交互信息以及网站功能等方面的感受.针对航空公司官网的用户特点和需求,将用户体验概括为技术性、功能性和便捷性3个方面,并具体化到响应时间、用户帮助、航班信息查询等11个指标,建立航空公司官网服务质量分析指标体系.通过对我国6家航空公司官方网站的各项指标进行横向对比,建立基于熵权的TOPSIS模型,得到网站服务质量综合比较结果.

From the perspective of the user experience,technical performance,navigation and interactive information,and website function affect the user experience when browsing the website.Aiming at the characteristics and needs of users,the user experience can be summarized into technicality,functionality and convenience,which can be concretized to eleven indexes such as response time,user help and flight information query.The index system of service quality analysis of airline official website were established.A TOPSIS model based on entropy weight was established and the comprehensive comparison results were obtained.