Identifying critical elements quality for online travel agency: A comparison between Taiwan and Mainland China
Journal Title: International Journal of Business and Management Invention - Year 2017, Vol 6, Issue 3
Abstract
Intense competition among online travel agencies has made the improvement of service quality a crucial issue. To improve the service quality of online travel agencies, enhancing customer satisfaction is the top priority. This study surveyed customers in Taiwan and Mainland China on their views and ratings of the service quality of online travel agencies on both sides of the Taiwan Strait.We combined e-SERVQUAL, importance-performance analysis (IPA), and the Kano two-dimensional model to investigate the service quality of online travel agencies on both sides of the Taiwan Strait and understand the perceptions and experiences of customers.The results provide online travel agencies on both sides of the Strait with direction for service quality improvement and promote market competitiveness and sustainable operations.
Authors and Affiliations
Ya-Hsin Cheng1 ,, Nien-Te Kuo2 ,, Yen-Po Fang3, Hui-Chia Liu
Keywords
Related Articles
- EP ID EP406523
- DOI -
- Views 121
- Downloads 0
Asthma and obesity in childhood- do they correlate?
.
Process Capability Analysis of Natural Gas Odorization ina Piped Gas Distribution Company
Natural gas is an energy source whose imminent growth prompts regulation to tighten ties with the security of consumer supply. Being an odorless product, a mixture of odorizing components is added to the gas so that it i...
The Type of Hierarchical Leadership in Strated And Sustained Management in organization
Leadership is the way a leader behaves, communicates, and interacts with members of his subordinates, the process of influencing people to conduct their direction, the influence of leadership can vary depending on motiva...
Impact on Job Satisfaction through Training Programs Offered By a Leading Training Institution at Salem, Tamil Nadu.
Training and development work to increase knowledge of employees so that high returns are realized after they undergo. The training and development department faced the substantial issue of the inefficient courses which...
Determinants of Customer Satisfaction, Revisit Intentions and Word Of Mouth in the Restaurant Industry – Study Conducted In Selective Outlets of South Kolkata
The hospitality sector in Bengal has witnessed a significant growth over the last decade. The colonial image of the city has been successfully replaced to a bustling marketplace. Locating an eatery in every main lane is...