基于顾客需求的星级酒店网站功能评价_以广州市星级酒店为例

6031,1,2(11,510631;21100871)3(8451063101000696)[]2009-02-11;[]2009-07-16[](1981-),,,,;(1985-),,,2004;(1962-),,,,,,[],,,,60,,,,;,;,,,,,[];;;;[]F59[]A[]1002-5006(2009)09-0061-06,,,,,12090,[1,3,5,8,9,13],,[3],,,[5],[2,4,6,7,10,12],[4][10][7],[4],(E2consumers)(E2buyers,E2lookers),[7],,[10],,,,[6],,TOURISMTRIBUNE242009961[15],[17],[14],,,[16],,,,,,,,,,,60,,,,22112008219,212,,()142,,(),,,,,,21221211[14],110,3(),7(CRM)30(3)21212,,1001000,50%20%[18]21260,(Baidu)(Google)(,,,)60,323220,,5(=5,=4,=3,=2,=1),,,21213,3(),60,,,:(1):60,10,21,32,(2):3,1,0,,1,0,80%,[11](3):,1,0SPSS1010forWindows,21214200871101,60,8,31,21,(1),,2420099TOURISMTRIBUNE6260,32(2)20,,640,581,532,91157%,70195%,,30%,1()()264143223222:2()()1639211111:3,,,,,,,,3311,44,;434,;3,312,PBBS84,;FAQ34,;3,313,,,,,,,[14]3A1B1C13112301985C24157801672C32175611134C42112001788C53154511039B2C64121301865C73121101921C84115301763C94112911023C103134111288A2B3C114187201676C124153401784C133100511012C143127911286C154142711089C163171611350C174181401812C184173901776C192182111197B4B5C204134901982C212114611451C222115711395C233177511219C243135411260C254158601837C26PBBS4135701814C27FAQ3139911029C282134511360A3B6CRMC294114611294B7C304169301732:FAQFrequentlyAskedQuestions,;CRMCustomerRelationshipManagement,:,,,,CRM,,,,,,[14]TOURISMTRIBUNE242009963,,,,4,,,,,,,,,,,,,,,,,,,4(4),,,,,4,SPSS1010,(),4,,95186%,411,,6090%,,40%,,,,1311,2117%1813%,10%,,,,;,,;,,4(%)(%)A1B1C1589617C25490C571117B2C6132117C75813C8111813C971117C1035A2B3C1160100C12599813C13599813C14589617C151220C16254117C17244010C18498117B4B5C205591167C2371117C245185C25284617C26PBBS2313C27FAQ2313A3B6CRMC292338133B7C30152510:412,,;8117%,;40%,,20%,,34,33,412,55,,,85%,4617%,,122420099TOURISMTRIBUNE64,,,,,,413,38133%,,15,1P4,,,,4143,,,,,,[14],,,,,,;,,,,,,,;,,,,5511,,,3,730,,,:(1),,,;(2),,;(3),;(4),,,,,,,,,,512,,,,,,,,,,,,,,,,,,,,,TOURISMTRIBUNE242009965,,,,,,[][1]BalogluS,PekcanYA.ThewebsitedesignandinternetsitemarketingpracticesofupscaleandluxuryhotelsinTurkey[J].TourismManagement,2006,27:171-176.[2]ChungT,LawR.Developingaperformanceindicatorforhotelwebsites[J].HospitalityManagement,2003,22:119-125.[3]GanL,SimCJ,TanHL.OnlinerelationshipmarketingbySingaporehotelwebsites[J].JournalofTravel&TourismMarketing,2006,23:1-19.[4]JamesW,RobL.Analysingtheintentiontopurchaseonhotelwebsites:AstudyoftravellerstoHongKong[J].HospitalityManagement,2005,24:311-329.[5]JeongMiyoung,ChoiJiyoung.Effectsofpicturepresentationsoncustomerspbehavioralintentionsontheweb[J].JournalofTravel&TourismMarketing,2004,172:193-204.[6]KathyHsu,ZhiweiZhu,AgrusaJerome.Turningclick2throughvisitorsintocustomers:AstudyofChinesehotelwebsites[J].JournalofHospitality&LeisureMarketing,2004,114:81-92.[7]KarWingLi,RobL.AnovelEnglishPChineseinformationretrievalapproachinhotelwebsitesearching[J].TourismManagement,2007,28:777-787.[8]MorrisonAM,TaylorS,MorrisonAJ.MarketingsmallhotelsontheWorldWideWeb[J].InformationTechnology&Tourism,1999,2(2):97-113.[9]MurphyJ,ForrestEJ,WotringCE.Hotelmanagementandmarketingontheinternet[J].CornellHotel&RestaurantAdministrationQuarterly,1996,37(3):70-77.[10]RobLaw,CatherineCheung.Astudyoftheperceivedimportanceoftheoverallwebsitequalityofdifferentclassesofhotels[J].HospitalityManagement,2006,25:525-531.[11]RyanGW,BernardHR.DataManagementandAnalysisMethods.InHandbookofQualitativeResearch,2ndEdition[M].ThousandOaks,California:SagePublications,Inc,2000.[12]WanCS.ThewebsitesofinternationaltouristhotelsandtourwholesalersinTaiwan[J].TourismManagement,2002,23:155-160.[13]WeeksP,CrouchI.Sitesforsoreeyes:ananalysisofAustraliantourismandhospitalitywebsites[J].InformationTechnology&Tourism,1999,2(3P4):153-172.[14],.[J].,2004,(3):7-9.[15],.[J].,2007,20:106-107.[16].[J].,2007,21(7):64-67.[17].[J].,2007,21:464.[18].[M].:,20021157.OntheEvaluationoftheFunctionofStar2ratedHotelsWebsitesBasedonCustomersDemandACaseStudyof60Star2ratedHotelsinGuangzhouXIONGWei1,HUANGSi2qin1,WUBi2hu2(11DepartmentofTourismManagement,SouthChinaNormalUniversity,Guangzhou510631,China;21CenterofRecreationandTourismResearch,PekingUniversity,Beijing100871,China)Abstract:Thefunctionofahotelswebsiteisanimportantfocusofstudyforinformatization.Theexistingresultsshowthatweusuallypaymoreattentiontothestructureandcontentofthewebsiteitselfandneglecttheessenceofservingcustomers.Thepaper,basedondefiningthefunctionstructureandevaluationindicesofawebsite,firstlyunderstandscustomersdemandtohotelswebsitefunctionbyusingquestionnaireandthenmakesvisitstosixtysamplehotelswebsites,analyzestheirfunctions.Thestudyshowsthatcurrentlythefunctionofstar2ratedhotelswebsitesinGuangzhoucannotmeetcustomersneeds.Thebasicpartisabletoprovidesimplehotelinformationbutignorscustomerstouristdemand.Theprincipalpartcannotsatisfycustomersneeds,suchastheirunderstandingofspecialfeatures,experiencesinadvanceandexchangeofinformation.Thefunctionofcorepartisnotsymmetricaltocustomersneeds,suchasdelayofupdate,unsoundmanagementofcustomerrelations,failuretorealizethevalue2addedcombinationoffunctionsbetweenbasicpartandprincipalpartaswellasdynamicoptim