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
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- EP ID EP406523
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