Conceptualizing Web site quality and its consequences in the lodging industry

This study conceptualizes Web sitequality and proposes information satisfaction and purchase-related behavioral intentions as potential consequences of Web site quality in the lodging industry.

Abstract

While an increasing number of lodging companies pay attention to new business opportunities on the Web, little research has addressed how to develop and maintain Web sites that can create such opportunities. Building on emerging literature on Web site quality and e-commerce behavior, this study conceptualizes Web site quality and proposes information satisfaction and purchase-related behavioral intentions as potential consequences of Web site quality in the lodging industry. Conceptual efforts paralleled in four lodging segments (i.e., luxury, upscale, mid-scale, and economy). Data collected through an electronic survey generally indicate that information satisfaction is a powerful determinant of behavioral intentions on the Web and that Web site quality is an important antecedent of information satisfaction. Discussions include implications for the lodging industry and future research.