Research On The Impact Of Travel Booking Platform On Customer Relationship Quality

This study attempts to investigate into the background in the current Chinese mobile Internet era, the platform features Internet travel booking platform enterprises (hereinafter referred to as platform or characteristic) of several key problems: the content structure of Internet travel booking platform features, including what dimension? Internet travel reservation platform features for customer relationship quality have any influence? Are Internet travel reservation platform features through the intermediary customer experience impact on customer relationship quality?In order to solve the problem of Internet travel booking platform nature of the content structure, this study on the basis of combing the literature, combining rooted expert interviews, open-ended questionnaire method described preliminarily summed Internet platform features keyword; on this basis, developed to measure questions of internet travel booking platform enterprise platform features, initial questionnaire design and small sample pre-investigation. Through survey data, testing the quality of the original entries, and delete or modify part of an entry, a formal questionnaire, a large sample survey. The survey data, using AMOS 17.0 confirmatory factor analysis, and test the questionnaire reliability and validity.In order to verify the dimensions of Internet travel booking platform features on customer relationship quality and customer experience, this study selected domestic and international customer experience and customer relationship quality maturity scale, questionnaires, data analysis using SPSS 18.0 to explore the impact of the internet travel booking platform features for customer relationship quality, customer experience test intermediary role.Final conclusions are as follows:(1) nature of the Internet travel reservation platform enterprise content structure is multi-dimensional, including network externalities, the price tilt and interaction three dimensions; (2) Internet travel booking platform features and customer relationship quality was a significant positive correlation; (3) internet travel booking platform features and customer experience was a significant positive correlation; (4) the customer experience and customer relationship quality was a significant positive correlation; (5) customer experience in the internet travel Reserve platform features and quality customer relations role in the process of partial mediator. This article explores the nature of the findings with the actual combination of factors, the Internet travel booking platform companies made a series of recommendations management.