Research On E-travel Service Quality Model

The Internet will meet with the threshold of its "third wave" called electronic services through the two waves of portal and search engine. Since the financial crisis, the global tourism industry has been hit hard. But the Internet is still charming and online travel is still strong. Global tourism consumers obtain tourist information through Internet. It's one of the main channels. E-tourism services are the most commonly used method of online services for online travelers. The competing of traditional tourism enterprises focus on services while the competing of the online travel companies focus on e-tourism services. The level of e-tourism service quality has become a key to the success of the online tourism enterprises.However, the academic research on e-travel service quality is still in its infancy, and even the concept of e-tourism services has no clear definition. So some researchers have created confusion on the quality of tourism websites and e-tourism service quality, thus leaving many issues to be discussed. This paper is an exploratory study. This paper first define the e-services, e-tourism services, and e-tourism service quality and other related core concepts in order to lay the foundation of the paper statement. Through empirical research about the online travel industry, this paper constructed three-driven model of e-tourism service quality and clearly confirmed the seven dimensions of e-tourism service quality:tangibility, reliability, responsiveness, security, empathy, ease of use and quality of information. In the final this paper further expands and clarifies the mechanism of e-tourism service quality affecting on-line travelers'satisfaction and loyalty. According to the degree and scope of influence of different dimensions, E-tourism service quality summarized as follows: core factor safeguard factor,weak factor. Finally, this paper put forward the corresponding countermeasures and suggestions to comprehensively upgrade e-tourism service quality for online travel company. In order to obtain maximum benefits for online travel business in the shortest time cost and financial cost, this paper proposed "three-step" strategic decisions to develop e-tourism service quality.This paper's findings will not only help online travel companies to evaluate and enhance its e-tourism service quality, thereby enhancing the market share, but also can improve the online travel industry management standards and improve the standard of services, while providing a scientific basis for developing tourism e-commerce.