여행 웹사이트의 체험 구성 요인 및 웹사이트 체험의 성과에 관한 연구

Abstract

The efforts to manage Customer Experience, which customers contact with whole components of acompany, have been significant in Customer Relationship Management recently. It would be moreimportant to manage experiences of customers in the field of tourism industry which could beexperience-based products. This research extracted experiential factors in Web sites related to travelthrough a phenomenological study. As a result of the research, it has been discovered that the factors ofexperience which customers perceive in Web sites related to travel consist of seven components suchas efficiency, indirect experience, interaction, visual effect, reliability of information, internalamusement and the sense of expectation. Apart from that, It was possible to understand that factorswhich are extracted as a result of quantitative analysis on the basis of the discovery are meaningfulcomponents, and these factors affect the level of satisfaction of Web sites related to travel, the intentionto revisit the Web sites and the intention to visit traveling destination.