Empirical Analysis on Hotel Online Booking Consumer´s Satisfaction with E-service of Website

Author

Kuang, Hongyun ; Yang, Jie

Author_Institution

Int. Exchange Fac., Shanghai Second Polytech. Univ., Shanghai, China

Volume

1

fYear

2011

fDate

26-27 Nov. 2011

Firstpage

193

Lastpage

196

Abstract

Based on American Customer Satisfaction Index model ACSI and study at home and abroad, a Hotel online booking Consumer Satisfaction model (HECS) is established. After empirically testing the validity of the measurement model and structural model of Hotel online booking Consumer Satisfaction, consumer satisfaction index is calculated. Results show that Website easy usability impacts on customer satisfaction most significantly, followed by responsiveness and reliability of the website. Statistic results also show a medium consumer satisfaction index number. Suggestions are given to improve online booking consumer satisfaction, such as website designing of easier using, timely processing of orders, offering more offline personal support for online service, doing more communication with customers, providing more communication channel and so on.

Keywords

Internet; Web sites; customer satisfaction; hotel industry; ACSI; American customer satisfaction index model; Web site design; Web site e-service; communication channel; hotel online booking consumer satisfaction; measurement model; online service; Analytical models; Customer satisfaction; Indexes; Load modeling; Mathematical model; Reliability engineering; consumer satisfaction; e-service quality; hotel online booking; perceived value;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Management, Innovation Management and Industrial Engineering (ICIII), 2011 International Conference on

Conference_Location

Shenzhen

Print_ISBN

978-1-61284-450-3

Type

conf

DOI

10.1109/ICIII.2011.51

Filename

6115044