A Study of the Correlation between Service Quality and Customer Satisfaction on Web-based Arts Ticketing System
| Autor: | Li-Fu Chang, 張力夫 |
|---|---|
| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 In recent years, due to the rapid growth and development of the Internet, many companies have been investing in developing the web-based arts ticketing system. Not only does it facilitate the ticketing operations, the system also allows arts information to be obtained more easily through internet and improves arts marketing efficiency. Web-based ticketing system greatly enhances the economical benefits and profits, and replaces the traditional laborious manual ticketing operations which cause the arts market to be more dynamic. This thesis explores the field of web-based arts ticketing system. Through the survey, the researcher studies the consumers’ behaviors and the use of the ticketing system in the domestic arts market. The researcher also further exams the correlation between service quality and customer satisfaction in order to understand whether the services provided by web-based arts ticketing system meet consumers’ expectations. The findings of this research are as follows: First, the majority of the consumers are female with university level or above. The web-based ticketing system has a group of regular users. Most of them use the ticketing system from 6 pm to 10 pm. "Drama" and "concert" are two major types of programs selected. Second, all the factors that constitute service quality are positively correlated with customer satisfaction. Furthermore, "usability" is the most crucial factor among them. Third, the drama customer is more satisfied with the usability of the ticketing system than the concert customer. Fourth, among the arts ticketing systems, the “overall satisfaction” of The NTCH and Tickets Books are better than that of the EAR. According to this research, some suggestions are made for the web-based arts ticketing systems: "Provide ticket exchange or cancellation online," "Cancel or reduce the fee when getting tickets on site or through mail," "Enhance the stability of the ticketing website to prevent the website from crashing when a large number of customers are accessing at the same time," " Safely protect consumers’ personal data and transaction data," "Use social network to increase the exposure of the ticketing system for customers to access" and " Establish online ticket transferral platform." |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|