基于网络点评的预订类酒店APP使用质量研究
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摘要
在移动互联网时代,酒店APP以其便捷性、易操作性与交互性等特点,已经被酒店顾客所接受,与此同时,酒店APP使用质量指标体系尚需完善。文章基于顾客在线评论数据,利用内容分析法,建立预订类酒店APP使用质量评估指标体系。结果发现易用性、内容性、系统性、响应性、视觉性与安全性是酒店使用质量的主要衡量指标。文章进一步结合指标的权重值和负面评论数量对指标进行分解评论,然后提出相关建议。
In the age of mobile internet,hotel booking APP has been accepted by customers due to its convenience,easy operation,interactivity and many other characteristics. Meanwhile,the service quality index system of hotel booking APP is not perfect. Based on the data from online comments of customers,this paper applies the content analysis method to establish the service quality evaluation index system of hotel booking APP. The results show that the following factors are the essential indexes to influence APP service quality: the easiness,the information/contents,the system functions,the responsiveness,the visual effect and the security. By taking the ratios of indexes and the number of negative comments into consideration,the paper analyzes these indexes respectively and then makes some suggestions for improvement.
In the age of mobile internet,hotel booking APP has been accepted by customers due to its convenience,easy operation,interactivity and many other characteristics. Meanwhile,the service quality index system of hotel booking APP is not perfect. Based on the data from online comments of customers,this paper applies the content analysis method to establish the service quality evaluation index system of hotel booking APP. The results show that the following factors are the essential indexes to influence APP service quality: the easiness,the information/contents,the system functions,the responsiveness,the visual effect and the security. By taking the ratios of indexes and the number of negative comments into consideration,the paper analyzes these indexes respectively and then makes some suggestions for improvement.
引文
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[15]王晰巍,李嘉兴,郭宇,等.移动网络团购APP信息采纳行为影响因素研究——基于信息生态视角的分析[J].图书情报工作,2015,59(7):31-38.
[16]吕丽辉,陈瑛.预订类旅游APP用户初始信任影响因素研究[J].求索,2016(10):112-117.
[17]杨扬,杨尚鹏,章牧,等.基于DEMATEL法的旅行预订类APP评价指标体系[J].旅游学刊,2016,31(10):64-74.
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[21]丁娟.基于Web Qual体系的旅行社在线服务质量评估研究[J].旅游科学,2014,28(6):51-61.
[22]韦福祥.顾客感知服务质量与顾客满意相关关系实证研究[J].天津商学院学报,2003(1):21-25.
[23]陈瑞霞,王文君.SERVQUAL在我国饭店服务质量评价中的应用[J].北京第二外国语学院学报,2005(3):59-77.
[2]郭国庆,陈凯,何飞.消费者在线评论可信度的影响因素研究[J].当代经济管理,2010,32(10):17-23.
[3]王淑翠,王伟.服务质量文献综述[J].山东经济,2005(5):22-25.
[4]AWAD N,RAGOWSKY A.Establishing trust in electronic commerce through online word of mouth:an examination across genders[J].Journal of Management Information Systems,2008,24(4):101-121.
[5]朱峰,吕镇.国内游客对饭店服务质量评论的文本分析——以e龙网的网友评论为例[J].旅游学刊,2006(5):86-90.
[6]周永广,马燕红.基于携程网自由点评的游客满意度评价及游客管理研究——以黄山风景区为例[J].地理与地理信息科学,2007,23(2):97-100.
[7]郝媛媛.在线评论对消费者感知和购买行为影响的实证研究[D].黑龙江:哈尔滨工业大学,2010.
[8]张宁.在线评论对经济酒店顾客购买决策的研究[D].辽宁:东北财经大学,2011.
[9]ZANNER R,WILHELM D,FEUSSNER H.Evaluation of M-AID(R)for mobile phones a first aid APPlication for mobile phones[J].Resuscitation,2007,74(3):487-494.
[10]MORRIS M E,KATHAWALA Q,LEEN T K.Mobile therapy:case study evaluations of a cell phone APPlication for emotional self-awareness[J].Journal of Medical Internet Research,2010,12(2):10.
[11]KIRWAN M,DUNCAN M J,VANDELANOTTE C.Design,development,and formative evaluation of a smartphone APPlication for recording and monitoring physical activity levels:the 10,000 steps“i Step Log”[J].Health Education&Behavior,2013,40(2):140-151.
[12]DICKINSON J E,GHALI K,CHERRETT T,et al.Tourism and the smartphone APP:capabilities,emerging practice and scope in the travel domain[J].Current Issues in Tourism,2014,17(1):84-101.
[13]王箫音.基于“互联网+”旅游APP用户体验设计研究[J].科技资讯,2016,31(1):1-3.
[14]马云驰,段伟,杨银燕,等.旅游APP的用户体验研究[J].经济研究导刊,2015(18):280-281.
[15]王晰巍,李嘉兴,郭宇,等.移动网络团购APP信息采纳行为影响因素研究——基于信息生态视角的分析[J].图书情报工作,2015,59(7):31-38.
[16]吕丽辉,陈瑛.预订类旅游APP用户初始信任影响因素研究[J].求索,2016(10):112-117.
[17]杨扬,杨尚鹏,章牧,等.基于DEMATEL法的旅行预订类APP评价指标体系[J].旅游学刊,2016,31(10):64-74.
[18]陈丽容.经济型连锁酒店APP应用现状及策略研究[J].保山学院学报,2014,33(5):72-75.
[19]沙绍举.经济型酒店APP开发参差不齐[N].中国旅游报,2015-05-04(14).
[20]GRONROOS C.A Service quality model and its marketing implications[J].European Journal of Marketing,1993,18(4):36-44.
[21]丁娟.基于Web Qual体系的旅行社在线服务质量评估研究[J].旅游科学,2014,28(6):51-61.
[22]韦福祥.顾客感知服务质量与顾客满意相关关系实证研究[J].天津商学院学报,2003(1):21-25.
[23]陈瑞霞,王文君.SERVQUAL在我国饭店服务质量评价中的应用[J].北京第二外国语学院学报,2005(3):59-77.