Identifying critical elements quality for online travel agency: a comparative study in Mainland China and Taiwan
碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 102 === Due to the prosperous of internet and the development of e-commerce, the consuming style has changed. The growth of travel agency business industry has increased tremendously. On-line service provides virtual products. Therefore, there is a demand to study th...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/84785717969094287163 |
| Summary: | 碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 102 === Due to the prosperous of internet and the development of e-commerce, the consuming style has changed. The growth of travel agency business industry has increased tremendously. On-line service provides virtual products. Therefore, there is a demand to study the needs and expectation of the consumers in order to stimulate on-line purchase intention of tourism goods.This paper reviews the key SERVQUAL of Straits travel agencies by using important-performance analysis (IPA) and Kano model. The finding shows that “ the benefits of on-line travelling goods “ is the attribute of key service quality between Taiwan and China. Based on the research finding, this paper provides relevant suggestions to promote and improve the quality service of on-line travel agencies so that it will stand out from the crowd in the competitive surroundings.
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