A TWO LAYER SUPPLY-DEMAND ANALYSIS MODEL FOR EVALUATING TOURISM ONLINE SERVICE

In order to help tourism organizations enhance customer satisfaction (CS) for their websites and online services, this study develops a two layer supply-demand analysis model for tourism websites CS evaluation. This model is built based on the functionalities of tourism websites, and it mainly focuses on the CS evaluations from successful tourism websites applications. A number of tourism online service websites in Beijing, China, are taken as study cases for measuring and analyzing the supply-demand difference of online services presented in the model. The model can be used in regional tourism management to identify issues regarding the activity characteristics of tourism websites and to obtain suggestions to both customer satisfaction and tourism website provider profit.