途牛网在线旅游顾客满意与顾客参与各维度之间关系

摘要：在中国经济经济进入新常态和人们休闲旅游需求的增加下，旅游业正成为拉动地方经济的一大强劲引擎。而伴随着互联网+新思路的带领，在线旅游业正蓬勃发展，如何吸引顾客，抓住顾客，让顾客感到满意成为越来愈多的企业关注的问题。因此，本文以途牛网为代表的在线旅游业为例，探讨顾客满意与顾客参与各维度之间的关系。并且通过构建顾客满意的结构方程模型，进行问卷调查收集数据，实证检验顾客满意的影响因素。研究结果表明，影响顾客满意显著影响因素包括人际互动因素和信息分享因素。最后，结合本文的研究结论，为增强顾客的满意度，给企业提出了一系列的建议与对策。75776

毕业论文关键词：顾客满意；顾客参与；影响因素

Abstract:With the Chinese economy entering a new normal economy and people's leisure travel demand increasing, tourism is becoming a big boost for the local economy strong engine。 With the leading of the new thinking on the IT plus, online tour industry is in the rapid development。How to attract customers , seize the customers and make more customers satisfied are becoming the problem considered by enterprises。 Therefore, in this paper, by way of Tuniu on behalf of the online travel industry as an example, we discuss the relationship of the customer involved in all dimensions and customer satisfaction。 And by building a structural equation model of customer satisfaction, I will maket he questionnaire survey to collect data and test the influence factors of customer satisfaction。 The research conclusions state that the factors affecting customer satisfaction significantly include interpersonal interaction and information sharing。 Finally, combining with the results of this article, for the sake of enhancing the satisfaction of customers, a series of advice to the enterprise are put forward。

Key words: Customer participation;Customer satisfaction;Influence factors

1 引言 3

1。1 研究背景 3

1。2研究目的 4

1。3 研究意义 4

1。4 研究方法 5

1。5 论文框架 5

2 文献综述 5

2。1 顾客参与 6

2。2 顾客满意 7

2。3 顾客参与和顾客满意之间的关系 7

3 研究设计 7

3。1 变量测量与假设 7

3。2结构方程建模 9

4 数据收集与分析 9

4。1 数据收集 10

4。2 描述统计分析 10

4。3 基于结构方程模型的实证分析 13

5 对策和建议 15

5。1 对于旅游产品内容的描述做到真实广泛 15

5。2 加强企业与顾客直接接触 15

5。3 提高对人际互动的关注 16

5。4注重顾客满意度调研 16

结论 17

参考文献 18

致谢 19

附录A 20 途牛网在线旅游顾客满意与顾客参与各维度之间关系:http://www.youerw.com/guanli/lunwen_86802.html