旅游网站使用者满意度的供需差测定与范围趋势预测

【作者】 李彦丽；

【导师】 路紫；

【作者基本信息】 河北师范大学 ， 人文地理学， 2006， 硕士

【摘要】 在解决旅游网站使用者满意度及其由此引发的旅游在线服务质量问题时,单要素分析效果有限,本文将单要素推进到多要素、多维度研究的新阶段。本文在理论上,构建了使用者满意度对接的要素体系,用一种全新的研究视角综合地透视了旅游网站功能、在线服务使用者满意度、新型商业模式、电子服务的发展趋势等方面,从而准确地认知了旅游网站成功应用的要素体系,确定了旅游网站活动特征与使用者满意度之间的因果关系;在实践上,研究成果将应用于区域旅游在线服务,对区域旅游在线服务技术规定的制定提供参考,也可为被调查的旅游组织提出实施“新型商业模式”的解决方案,最终将为加强区域旅游管理提供借鉴。 本文以北京旅游网站以及中、美旅游网站对比为例实施了旅游网站满意度的现实供需差测定和范围趋势预测,揭示了旅游网站使用者满意度的判断标准,发现制约旅游网站使用者满意度的因素(供需差矛盾)以及内在的规律(虚拟距离衰减规律)。具体内容包括四部分: 第一部分,对已有研究成果、研究意义、研究方法及创新点作了简单分析。 第二部分,给出了一个旅游网站使用者满意度评估的双层序多要素对接的复合框架,尝试构建旅游网站的供需差评测模型以揭示了旅游网站使用者满意度现状,并以北京的调查为例予以应用。本部分主要对旅游网站使用者的现实满意度进行了实证研究。 第三部分,首先根据旅游网站使用者满意度的“虚拟距离衰减”规律,引深提出了旅游网站使用者满意度的预测模式——“虚拟距离衡量法”。其次通过对中、美旅游网站的类型、市场规模和经营模式进行对比分析,发现两地旅游网站的差异在于区域内部意识性、经营策略和发展阶段三方面。第三基于中、美旅游网站存在的差异性初步界定了中、美旅游网站使用者满意度的虚拟距离范围趋势。这部分主要对旅游网站使用者的未来满意度进行了预测。 第四部分,结论。更多还原

【Abstract】 In solving the problem of customer satisfaction (CS) of tourism websites and the quality of regional tourism on-line service caused by it, the result of unilateral analysis is limited. Aiming at this issue, this paper propels the means of unilateral analysis into the multilateral new phase. Theoretically, the paper constructs mutual elements system of CS, and uses a new study view synthetically to perspective the function of tourism websites, the CS of on-line service, the "new commercial model" and the development trend of e-service, etc, so that we correctly cognizes elements system of successful use and confirms the causality between the activity character of tourism websites and the CS. Practically, the study will apply into regional tourism on-line service, and supply a reference for establishing technical standard of regional tourism on-line service, and also bring forward a solving project of "new commercial model", finally will strengthen regional tourism management.This paper measures the satisfaction and forecasts the trend of tourism websites by taking Beijing s and Chinese and American tourist websites as a case. It opens out the judgment standard of CS of tourism websites and finds a restricted element of CS of tourism websites and an immanent rule. Idiographic content as follows: Firstly, take a simple analysis about the fruit, purport, method and innovation of the study.Secondly, present a double-multilateral complex frame evaluating the CS of tourism websites. In order to open out the status quo of the CS of tourism websites, construct an evaluating model—supply-demand difference by taking Beijing as a case. This part mainly makes a demonstrable study about the realistic CS of tourism websites.Thirdly, on the base of "virtual distance attenuation", the paper brings forward a forecasting model of the CS of tourism websites—virtual distance weighing. The type, market scale and management model of Chinese and American touristwebsites are compared and analyzed in this paper, and thinks that the difference of the tourist websites lies in such respects as the consciousness, management tactics and developing stage, etc. According to this, confine scope trend of the CS of Chinese and American tourist websites. This part mainly makes a forecasting study about the future CS of tourism websites. Fourthly, conclusion.This paper follows two clues: one is "form measuring the realistic CS to forecasting the future CS";the other is "from theory to demonstration".更多还原