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Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China

文献类型：期刊论文

作者Zhou, Bin2,3; Xiong, Qihao3; Liu, Siyi3; Wang, Ling-en4; Li, Ping1; Ryan, Chris5
刊名CURRENT ISSUES IN TOURISM
出版日期2022-08-31
页码19
关键词Online car-hailing tourist satisfaction the ACSI model structural equation model Hangzhou
ISSN号1368-3500
DOI10.1080/13683500.2022.2117684
通讯作者Wang, Ling-en(wangle@igsnrr.ac.cn)
英文摘要This study develops a theoretical framework based on the American Customer Satisfaction Index (ACSI) model to examine the formation and determinants of tourists' satisfaction with online car-hailing. Self-administered questionnaires were used to survey 486 tourists in Hangzhou, China. The results show that the perceived quality and value of online car-hailing have a significant positive impact on tourist satisfaction. Perceived value partially mediated the relationship between perceived quality and tourist satisfaction. Further, perceived quality and perceived value played a chain mediating effect on the relationship between tourist expectation and tourist satisfaction. In addition, this study verified that satisfaction negatively impacts complaints and positively impacts loyalty, and complaints negatively impact loyalty. Management implications and recommendations for future research are also discussed.
WOS关键词CUSTOMER SATISFACTION ; DESTINATION IMAGE ; PERCEIVED QUALITY ; LOYALTY ; MODEL ; INDEX ; ANTECEDENTS ; IMPACT ; CONSEQUENCES ; PERCEPTIONS
资助项目National Natural Science Foundation of China[42171223] ; Youth Innovation Promotion Association of Chinese Academy of Sciences ; National Social Science Foundation of China[19BJY205]
WOS研究方向Social Sciences - Other Topics
语种英语
WOS记录号WOS:000847773000001
出版者ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
资助机构National Natural Science Foundation of China ; Youth Innovation Promotion Association of Chinese Academy of Sciences ; National Social Science Foundation of China
源URL[http://ir.igsnrr.ac.cn/handle/311030/182031]  
专题中国科学院地理科学与资源研究所
通讯作者Wang, Ling-en
作者单位1.Hainan Univ, HNU ASU Joint Int Tourism Coll, Haikou, Hainan, Peoples R China
2.Ningbo Univ, Dept Tourism, Ningbo, Peoples R China
3.Donghai Acad Ningbo Univ, Marine Econ Res Ctr, Ningbo, Peoples R China
4.Chinese Acad Sci, Inst Geog Sci & Nat Resources Res, Beijing, Peoples R China
5.Univ Waikato, China New Zealand Tourism Res Unit, Hamilton, New Zealand
推荐引用方式
GB/T 7714		 Zhou, Bin,Xiong, Qihao,Liu, Siyi,et al. Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China[J]. CURRENT ISSUES IN TOURISM,2022:19.
APA Zhou, Bin,Xiong, Qihao,Liu, Siyi,Wang, Ling-en,Li, Ping,&Ryan, Chris.(2022).Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China.CURRENT ISSUES IN TOURISM,19.
MLA Zhou, Bin,et al."Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China".CURRENT ISSUES IN TOURISM (2022):19.

入库方式： OAI收割

来源：地理科学与资源研究所

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