Open AccessResearch on Customer Satisfaction Measurement of Online Tourism Platform Based on Value Chain- Take Company X for example
Author(s) -
Ying Wang,
Xi Liu
Publication year - 2020
Publication title -
journal of physics. conference series
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.21
H-Index - 85
eISSN - 1742-6596
pISSN - 1742-6588
DOI - 10.1088/1742-6596/1437/1/012058
Subject(s) - customer satisfaction , business , service quality , customer advocacy , customer retention , marketing , customer equity , customer delight , customer intelligence , customer to customer , voice of the customer , computer science , service (business)
With the vigorous development of the economy and Internet, improving customer satisfaction has become an important issue faced by online tourism platform providers. How to scientifically evaluate customer satisfaction is the key factor to accurately define the impact of customer satisfaction, and also the premise and basis to effectively improve customer satisfaction. This paper decomposes the value chain of Online Travel Agency (OTA) and constructs OTA customer satisfaction model from the perspective of OTA value chain activities. According to the characteristics of OTA value chain flow; this paper puts forward OTA customer satisfaction measurement scale, and takes Company X as an example to make an empirical analysis. Entropy weight method calculates the weight of all levels of indicators. Fuzzy comprehensive evaluation method is used to determine the level of customer satisfaction of all levels of indicators. Through the analysis of empirical results, countermeasures and suggestions are put forward to improve the overall service quality of OTA and customer satisfaction, which can provide reference for the service quality of online tourism industry in China.