A Review of Hospitality Website Design Frameworks
Published 15 April 2007
Noor Hazarina Hashim, Jamie Murphy, Rob Law
Citations68
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TL;DR
A framework for evaluating hotel websites is proposed and the results are five dimensions of website quality — information and process, value added, relationships, trust, and design and usability — reflected by 74 websites features.
Abstract
An effective website is vital for a hotel to strengthen its customer relationships and harvest online sales. Yet despite the proliferation of hotel website studies, research seems to have under-emphasised a fundamental first step, the development of valid and reliable constructs and features for evaluating websites. Based on a literature review, expert judgement and in-depth interviews, this study proposes a framework for evaluating hotel websites. The results are five dimensions of website quality — information and process, value added, relationships, trust, and design and usability — reflected by 74 websites features. The paper closes with a proposed process for developing a website evaluation framework and future research opportunities.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
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