Empirical Analysis on Hotel Online Booking Consumer's Satisfaction with E-service of Website

Hong Kuang, Jie Yang
{"title":"Empirical Analysis on Hotel Online Booking Consumer's Satisfaction with E-service of Website","authors":"Hong Kuang, Jie Yang","doi":"10.1109/ICIII.2011.51","DOIUrl":null,"url":null,"abstract":"Based on American Customer Satisfaction Index model ACSI and study at home and abroad, a Hotel online booking Consumer Satisfaction model (HECS) is established. After empirically testing the validity of the measurement model and structural model of Hotel online booking Consumer Satisfaction, consumer satisfaction index is calculated. Results show that Website easy usability impacts on customer satisfaction most significantly, followed by responsiveness and reliability of the website. Statistic results also show a medium consumer satisfaction index number. Suggestions are given to improve online booking consumer satisfaction, such as website designing of easier using, timely processing of orders, offering more offline personal support for online service, doing more communication with customers, providing more communication channel and so on.","PeriodicalId":229533,"journal":{"name":"2011 International Conference on Information Management, Innovation Management and Industrial Engineering","volume":"1 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2011-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2011 International Conference on Information Management, Innovation Management and Industrial Engineering","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICIII.2011.51","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 3

Abstract

Based on American Customer Satisfaction Index model ACSI and study at home and abroad, a Hotel online booking Consumer Satisfaction model (HECS) is established. After empirically testing the validity of the measurement model and structural model of Hotel online booking Consumer Satisfaction, consumer satisfaction index is calculated. Results show that Website easy usability impacts on customer satisfaction most significantly, followed by responsiveness and reliability of the website. Statistic results also show a medium consumer satisfaction index number. Suggestions are given to improve online booking consumer satisfaction, such as website designing of easier using, timely processing of orders, offering more offline personal support for online service, doing more communication with customers, providing more communication channel and so on.
酒店在线预订消费者对网站电子服务满意度的实证分析
在美国顾客满意度指数模型ACSI的基础上,结合国内外研究,建立了酒店在线预订消费者满意度模型(HECS)。在实证检验酒店在线预订消费者满意度测量模型和结构模型的有效性后,计算出消费者满意度指数。结果表明,网站易用性对客户满意度的影响最为显著,其次是网站的响应性和可靠性。统计结果也表明,消费者满意度指数处于中等水平。提出了提高在线预订消费者满意度的建议,如网站设计更易于使用、订单处理及时、线上服务提供更多线下个人支持、多与客户沟通、提供更多沟通渠道等。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信