Research on Influencing Factors of Online Tourism Service Quality Based on Fuzzy Cognitive Map

摘要：

　　In the era of mobile Internet, more and more people choose tourism products through online tourism platforms At the same time, the rapid growth of negative reports in recent years is seriously affecting the reputation of the platform.Aiming at the quality of online tourism service, this paper constructs an online tourism service quality factor system based on customer perception, determines the causality and weight matrix among the influencing factors, establishes a fuzzy cognitive map model, and carries out dynamic simulation of multiple causality.The key influencing factors of online tourism service quality are obtained as follows.Service types are comprehensive, providing information consultation, upgrading and updating, payment security, data and information security, customer rights and interests protection, service friendliness and evaluation processing.In order to better understand the relationship between the various factors affecting service quality and the degree of impact, predict the focus of service quality improvement, and provide a reference for related enterprises to improve service quality.

关键词： Online travel fuzzy cognitive map customer perception service quality

作者: Lan Xu Xianlei Lu

作者单位: College of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang 212003, College of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang 212003,

会议类型: 国际会议

会议名称: The Eighteenth Wuhan International Conference on E-Business(第18届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 381-387

在线出版日期: 2019-05-24（万方平台首次上网日期，不代表论文的发表时间）