Analysis Of Tourism Website User Requirements Based On QFD And The Discussion On The Web Service

Presently, there are millions and different types of tourism websites in our Country. Thereare tourism website that destination construct, professional tourism website that hotel/travelagency or airline construct, completely online tourism website, and the travel channel ofcomprehensive web portal. Though we have amazing numbers in tourism website, the qualityis not so pleasant. Users said they still meet many problems, mostly are more garbageinformation than effective information, they have to spend much time on finding what theywant; no distinction in the same type of tourism websites and with the same informationfacing all users and etc. All this happens because they don’t start with users’ demands. Theessence of marketing is to find demand, and then meet the demands. Similarly, the essentialservice of tourism website is to ascertain users’ needs, and then fulfill them. That will increasecustomer satisfaction, and attract more users, thus to realize the website value. To study users’needs of tourism website and then fulfill the needs has both theoretical and practicalsignificance.Based on literature review, the paper finds user’s needs with QFD method, which was usedfor designing questionnaire, for calculating the importance of user’s demand element andfinding the difference in tourism website demand among different characteristic. Summarizetourism website indicators in ISS theory. Then build QFD model with the combination ofusers’ needs and website indicators, on the purpose of converting the uncontrollable userneeds into controllable website indicators. Then divide these indicators into three types underKano model, and explore some website service means with these demand types.With the QFD model importance conversion, the paper puts the importance of websitequality is, orderly, system quality, information quality and service quality. We also computethe website indicators’ importance value and sort them. Using Kano model to divide indicatorsinto three types: Generality demand, Individuality demand and Recessive demand. Thensuggest the website service should be: guarantee service for generality demand, personalityservice for individuality demand, and provide detailed service for recessive demand.The paper value is, on the one hand, to raise tourism website service with these indicatorsimportance value. On the other hand, to help tourism website finding their corecompetitiveness and make them know how to compete with their rivals. Besides, with thispaper, users will clearly know how to evaluate the website service level when they are using.