TY - GEN
T1 - Impact of customer perceived service quality on online booking decisions based on structural equation modeling
AU - Gao, Jing
AU - Guan, Tao
N1 - Publisher Copyright:
© 2020 IEEE.
PY - 2020/12
Y1 - 2020/12
N2 - Perceived service quality effectively influences consumers' purchases and repeated purchases. How to improve the service quality and enhance the customer perceived value is not only a practical operational problem to be solved urgently by star-rated hotels, but also a hot topic that is closely concerned in the academic field. This paper used the structural equation modeling (SEM) analysis method to explore the impact mechanism of perceived service quality on online booking decisions of star-rated hotel customers, and proposed promotion strategies for online booking of star-rated hotels. The empirical analysis revealed that among all the factors that constitute the perceived service quality, safety (0.81) is the most important influencing factor, followed by remediation (0.79), empathy (0.78), and tangibility (0.53). Other factors in the categories of hotel characteristics, platform recommendation, and customer reviews influence online booking decision as well.
AB - Perceived service quality effectively influences consumers' purchases and repeated purchases. How to improve the service quality and enhance the customer perceived value is not only a practical operational problem to be solved urgently by star-rated hotels, but also a hot topic that is closely concerned in the academic field. This paper used the structural equation modeling (SEM) analysis method to explore the impact mechanism of perceived service quality on online booking decisions of star-rated hotel customers, and proposed promotion strategies for online booking of star-rated hotels. The empirical analysis revealed that among all the factors that constitute the perceived service quality, safety (0.81) is the most important influencing factor, followed by remediation (0.79), empathy (0.78), and tangibility (0.53). Other factors in the categories of hotel characteristics, platform recommendation, and customer reviews influence online booking decision as well.
KW - Customer loyalty
KW - Customer satisfaction
KW - Hotel reputation
KW - Online booking decision
KW - Online reviews
KW - Perceived service quality
KW - Star-rated hotel
KW - Structural equation modelling
UR - https://www.scopus.com/pages/publications/85103738432
U2 - 10.1109/MSIEID52046.2020.00019
DO - 10.1109/MSIEID52046.2020.00019
M3 - 会议稿件
AN - SCOPUS:85103738432
T3 - Proceedings - 2020 Management Science Informatization and Economic Innovation Development Conference, MSIEID 2020
SP - 59
EP - 67
BT - Proceedings - 2020 Management Science Informatization and Economic Innovation Development Conference, MSIEID 2020
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2020 International Conference on Management Science Informatization and Economic Innovation Development, MSIEID 2020
Y2 - 18 December 2020 through 20 December 2020
ER -