摘要
随着国民旅游需求和在线旅游渗透率的提升,在线旅游释放出巨大的市场潜力,在线旅游网站的建设水平和服务质量成为消费者广泛关注的重点。本文综述前人提出的评价体系及模型,以携程网为研究对象,针对该网站消费者开展问卷调查,并建立在线旅游网站质量评价模型,运用层次分析法和模糊综合评价法进行实证研究,归纳总结影响携程网整体服务质量的相关指标及策略建议。
With the promotion of national tourism demand and online travel penetration, online travel released a huge market potential, the level of construction and quality of service online travel sites become the focus of widespread concern of consumers. This paper reviewed the previous evaluation system and model proposed by Ctrip, as the research object, according to the website for consumers to carry out the survey, and the establishment of online travel service quality evaluation model, and conducts an empirical study by using AHP and fuzzy comprehensive evaluation method, summarizing the relevant indicators affect Ctrip overall quality of service and suggestions.
出处
《科教导刊》
2017年第5X期160-162,185,共4页
The Guide Of Science & Education
基金
项目名称:2016年江苏省大学生创新创业训练计划项目<基于信任重构的在线旅游网站的调查与思考>项目编号:201610304060Y
关键词
电子商务
网站评价
模糊综合评价法
消费者满意度
E-commerce
website evaluation
fuzzy comprehensive evaluation method
consumer satisfaction
