Impacts of Logistics Service Performance through IT on Overall Tourist Satisfaction and Loyalty
نویسندگان
چکیده
Logistics service performance through information technology has become an increasingly important issue for tourism. A conceptual model with six hypotheses was developed to depict the relationships amongst tourism suppliers’ service quality, logistics service performance, perceived service value, tourists’ satisfaction and loyalty. Structural Equation Modeling was employed to analyze 425 responses from international tourists in Taipei, Taiwan for the empirical analysis. The results indicate that logistics service performance is an important antecedent to tourist satisfaction and loyalty, whereas information technology has significant effect on order accuracy and quality, and order efficiency, discrepancy and flexibility which under the construct of logistics service performance.
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