Ir al menú de navegación principal Ir al contenido principal Ir al pie de página del sitio

INNOVACIÓN Y TECNOLOGÍA

Vol. 5 Núm. 1 (2011): La competitividad, elemento clave para la recuperación económica

Successful hotel website dimensions and attributes – an exploratory research in Mexico

Enviado
junio 27, 2016
Publicado
2017-03-27

Resumen

This article presents an exploratory study in which questionnaires applied to web browsers and purchasers of travel services online were used to gain insight on best practices for usability of hotel Web sites. The research reports on a study that examined 58 surveys applied to online browsers and purchasers of travel services, on their perceived importance level of specific dimensions and attributes on hotel Websites. To achieve this goal, this work builds on research by Law and Hsu, who developed a model to assess the effect of the design factors on five dimensions and 40 attributes in destination Web sites. Empirical evidence showed that, for Mexican consumers, the most important dimension in Hotel Website design is contact information.

Citas

  1. Bernstein, J., & Awe, S. C. (1999). Wired travellers: Travel and tourism Web sites. Reference Services Review , 27 (4), 364-375.
  2. Bonn, M. A., Furr, H. L., & Susskind, A. M. (1998). Using the Internet as a pleasure travelplanning tool: An examination of the socio-demographic and behavioural characteristics among Internet users and nonusers. Journal of Hospitality & Tourism Research , 22 (3), 303-317.
  3. Buhalis, D., & Licata, M. C. (2002). The future of eTourism intermediaries. Tourism Management , 23 (3), 207-220.
  4. Buhalis, D., & Main, H. (1998). Information Technology in Peripheral Small and Medium Hospitality Enterprises: Strategic Analysis and Critical Factors. International Journal of Contemporary Hospitality Management , 10 (5), 198–202.
  5. Cano, V., & Prentice, R. (1998). Opportunities for endearment to place through electronic ―visiting‖: WWW home pages and the tourism promotion of Scotland. Tourism Management , 19 (1), 67-74.
  6. Chen, J. S., & Gursoy, D. (2000). Cross-cultural comparison of the information sources used by first-time and repeat travelers and its marketing implications. International Journal of Hospitality Management , 19 (2), 191-203.
  7. Chung, T., & Law, R. (2003). Developing a performance indicator for hotel Websites. International Journal of Hospitality Management , 22 (1), 119-125.
  8. Connolly, D. J., Olsen, M. D., & Moore, R. G. (1998). The Internet as a distribution channel. Cornell Hotel and Restaurant Administration Quarterly , 34 (9), 42-54.
  9. Connolly, D. (2000). Strategic Investment in Hotel Global Distribution Systems. Trends 2000, the 5th Outdoor Recreation & Tourism Trend Symposium, “Shaping the Future,” 25-37. Recuperado de www.prr.msu.edu/trends2000/pdf/connolly.pdf.
  10. Cox, B. (1 de Agosto de 2002). Online travel: Still an E-commerce star? Recuperado de http://www.internetnews.com/ec-news/article.php/1437521
  11. Dev, C. S., & Olsen, M. (2000). Marketing Challenges for the Next Decade. Cornell Hotel and Restaurant Administration Quarterly , 42 (1), 41-49.
  12. Dossa, K. B., & Williams, P. (2001). Assessing the use of Internet surveys in the context of advertisement tracking studies: A case study of tourism Yukon’s winter promotion campaign. Journal of Travel & Tourism Marketing , 2 (3), 39-62.
  13. Dube, L., Le Bel, J., & Sears, D. (2003). From customer value to engineering pleasurable experiences in real life and online. The Cornell Hotel and Restaurant Administration , 44 (5/6), 124-130.
  14. Gee, C. Y., Makens, J. C., & Choy, D. J. (2nd.). (1989). The travel industry. New York, New York, USA: Van Nostrand Reinhold.
  15. Hannes, W., & Ricci, F. (2004). E-Commerce and tourism. Communications of the ACM , 47 (12), 25-34.
  16. Hatcher, L. (1994). A step-by-step approach to using the SAS system for factor analysis. Gary, NC: SAS Institute.
  17. Huizingh, E. K. (2000). The content and design of Web sites: An empirical study. Information & Management , 37 (3), 123-134.
  18. Jeong, M. (2002). Evaluating value-added lodging Web sites from customers’ perspectives. International Journal of Hospitality & Tourism Administration , 3 (1), 49-60.
  19. Kasavana, M. L., Knutson, B. J., & Polonowski, S. J. (1997). Netlurking: The future of hospitality Internet marketing. Journal of Hospitality & Leisure Marketing , 5 (1), 31-44.
  20. Kim, J., & Moon, J. Y. (1998). Designing towards emotional usability in customer interfaces. Interacting with Computers , 10 (1), 1-29.
  21. Kozak, M., & Rimmington, M. (1999). Measuring tourist destination competitiveness: Conceptual considerations and empirical findings. International Journal of Hospitality Management , 18 (3), 273-283.
  22. Law, R., & Chung, T. (2003). Website performance: Hong Kong hotels. FIU Hospitality Review , 21 (1), 33-46.
  23. Law, R., & Hsu, C. C. (2006). Importance of Hotel Website dimensions and attributes: perceptions of online browsers and online purchasers. Journal of Hospitality & Tourism Research , 30 (3), 295312.
  24. Lee, P. M. (2002). Behavioral model of online purchasers in e-commerce environment. Electronic Commerce Research , 1 (2), 75-85.
  25. Liang, K., & Law, R. (2003). A modified functionality performance evaluation model for evaluating the performance of China based hotel Websites. Journal of Academy of Business and Economics , 2 (2), 193-208.
  26. Lu, M. T., & Yeung, W. L. (1998). A framework for effective commercial web application development. Internet Research , 8 (2), 166-173.
  27. Lubetkin, M. (1999). Bed-and-breakfasts: Advertising and promotion. Cornell Hotel and Restaurant Administration Quarterly , 40 (4), 84-90.
  28. Mader, R. (1999). Ecotourism research and promotion on the Web: Experiences and insights. Journal of Vacation Marketing , 2 (3), 78-79.
  29. Morrison, A. M., Taylor, S., Morrison, A. J., et. all. (1999). Marketing small hotels on the World Wide Web. Information Technology & Tourism , 2 (2), 97-113.
  30. Motulsky, H. (1995). Intuitive biostatistics. New York: Oxford University Press.
  31. Muijs, D. (2004). Doing quantitative research in education with SPSS. London: Sage.
  32. Murphy, J., Forrest, E. J., Wotring, C. E., et. all . (1996). Hotel management and marketing on the Internet. Cornell Hotel and Restaurant Administration Quarterly , 37 (5), 70-82.
  33. Murphy, J., Hofacker, C. F., & Bennett, M. Website-generated market-research data: Tracing the tracks left behind by visitors. The Cornell Hotel and Restaurant Administration Quarterly , 42 (1), 82-91.
  34. Nunnally, J. C., & Bernstein, I. (3rd.). (1994 ). Psychometric Theory. New York, New York, USA: McGraw-Hill.
  35. O’Connor, O. (2003). On-line pricing: An analysis of hotel-company practices. Cornell Hotel and Restaurant Administration Quarterly , 44 (1), 88-96.
  36. O’Connor, P., & Frew, A. J. (2002). The future of hotel electronic distribution: Expert and industry perspectives. The Cornell Hotel and Restaurant Administration Quarterly , 43 (3), 33-45.
  37. O’Connor, P., & Horan, P. (1999). An analysis of Web reservation facilities in the top 50international hotel chains. International Journal of Hospitality Information Technology , 1 (1), 77-85.
  38. Olsen, M. D., & Connolly, D. J. (2000). Experience-based Travel. Cornell Hotel and Restaurant Administration Quarterly , 41 (1), 30-40.
  39. Porter, M. (2001). Strategy and the Internet. Harvard Business Review , 79 (3), 63–77.
  40. Preston, C. C., & Colman, A. M. (2000). Optimal number of response categories in rating scales: Reliability, validity, discriminating power, and respondent preferences. Acta Psychologica , 104 (1), 1-15.
  41. Procaccino, J. D., & Miller, F. R. (1999). Tourism on the World Wide Web: A comparison of Web sites of United States and French-based business. Information Technology & Tourism , 3 (4), 173183.
  42. Raymond, L. (2001). Determinants of Web-site Implementation in Small Businesses. Internet Research: Electronic Networking Applications and Policy , 11 (5), 411–422.
  43. Rhodes, J. S. (1 de Octubre de 1998). How to gain the trust of your users. Recuperado de http://webword.com/moving/trust.html
  44. Rittichainuwat, B. N., Qu, H., & Leong, J. K. (2003). The collective impacts of a bundle of travel determinants on repeat visitation. Journal of Hospitality & Tourism Research , 27 (2), 217-236.
  45. Roy, M. C., Dewit, O., & Aubert, B. A. (2001). The impact of interface usability on trust in Web retailers. Internet Research , 11 (1), 388-398.
  46. Selvidge, P. R., Chaparro, B. S., & Bender, G. T. (2002). The world wide wait: Effects of delays on user performance. International Journal of Industrial Ergonomics , 29 (1), 15-20.
  47. Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyaltyin online and offline environments. International Journal of Research in Marketing , 20 (2), 153-175.
  48. Toms, E. G., & Taves, A. R. (2004). Measuring user perceptions of Web site reputation. Information Processing & Management, , 40 (2), 291-317.
  49. Weber, K., & Roehl, W. S. (1999). Profiling people searching for and purchasing travel products on the World Wide Web. Journal of Travel Research , 37 (3), 291-298.
  50. Weeks, P., & Crouch, I. (1999). Sites for sore eyes: An analysis of Australian tourism and hospitality Web sites. Information Technology & Tourism , 3 (4), 153-172.

Artículos más leídos del mismo autor/a