Customer perception on services quality based on live chat fortravel and tourism industry
Başlık çevirisi mevcut değil.
- Tez No: 724209
- Danışmanlar: DR. CASSİE JONES
- Tez Türü: Yüksek Lisans
- Konular: İşletme, Endüstri ve Endüstri Mühendisliği, Business Administration, Industrial and Industrial Engineering
- Anahtar Kelimeler: Belirtilmemiş.
- Yıl: 2022
- Dil: İngilizce
- Üniversite: Anglıa Ruskın Unıversıty
- Enstitü: Yurtdışı Enstitü
- Ana Bilim Dalı: Belirtilmemiş.
- Bilim Dalı: Belirtilmemiş.
- Sayfa Sayısı: Belirtilmemiş.
Özet
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Özet (Çeviri)
The research aimed at examining consumer perceptions on the quality of service on the bases of live chats. Based on this, the research purposed to cover the influence live chats has on consumer perceptions, the level of engagement and interaction through live chats, individual satisfaction, and the correlation between satisfaction levels and live engagement. The research adopted the qualitative method where online questionnaires became a pertinent tool in collecting views, opinions, and suggestions from people. With the help of the BOS website, the research found it possible to engage 88 participants who were sourced from Facebook, twitter, Pinterest, Reddit and Whatsapp. The findings noted that consumers are likely to perceive service quality based on what friends shared to them over the past experience with the service. This also resonates with the impact of live chats on real-time responses and reactions to comments, questions, and opinions posted on most of the social media platforms.
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