A study of Travel Website’s Service Quality on Customer’s Satisfaction and Loyalty for Taipei college students

• Main Authors: Yen-Ju Liu, 劉燕如
• Other Authors: Quang-Hua Chen
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/28713568462926075731

碩士 === 國立交通大學 === 經營管理研究所 === 95 === In the recent years, due to the rapid advance of internet technology and the mass usage of the Internet makes the travel website industry grow drastically and become a very fruitful business, and its sales up to 62.2%. In order to solve these problems, travel websites try to improve the service quality that can approve customer satisfaction and loyalty. The research framework is base on the models web-based that provided by Li, Tan and Xie in 2002 and customer’s satisfaction & loyalty measurement that developed by Fornell and Jones and Sasser and Gronholdt et al in 1994. In order to find the better measurement of travel website’s service quality, research also adopt customer perceive perspective that can compare with importance and performance analysis perspective. The findings in this research are the following；(1) in A travel website, the service quality performance that customer importance is better than the service quality performance that customer perceived; (2) service quality satisfaction has significant positive relationship with customer satisfaction; (3) customer satisfaction has significant positive relationship with customer loyalty; (4) the proper measurement perspective in measuring travel website’s service quality is perceived perspective.