Measure of service quality for hotel websites : an exploratory study
Measure of service quality for hotel websites : an exploratory study
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21/5/2008
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Banumathy Devi Subramaniam
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Abstract : The crucial importance of having an effective web presence for the competitive advantage of a hotel has now become apparent. It has therefore become crucial for hotels to have websites to provide information on their products and services and to remain competitive in the marketplace. This paper outlines an in-progress study that is investigating the dimensions of hotel website that are important aspects of purchase determinant and loyalty on travelers, based on several conceptual models that are already available. It intends to extend the understanding of service quality within the setting of hotel web sites. Developing a measure of hotel website service quality is an important precursor to attracting travelers and hence ensuring the survival the hotel industry. The study has two objectives. Firstly, it examines the dimensions of tourism related websites that are valued by the users. Secondly, it explores the relevance of these dimensions in the evaluation of hotel web site service quality. The findings will benefit both practitioners and researchers in developing an understanding of the factors that contribute towards the creation and maintenance of travelers’ satisfaction on hotel web site. This scale will also provide a useful instrument for hotel managers who want to improve their service performance.
Working Paper : APacCHRIE 2008 Conference & THE-ICE Panel of Experts Forum 21 – 24 May 2008, Sheraton Perth Hotel, Western Australia. Full text access : Research & development Centre, Taylor’s University, Malaysia (e-mail: GTDLSRnD@taylors.edu.my)
Working Paper : APacCHRIE 2008 Conference & THE-ICE Panel of Experts Forum 21 – 24 May 2008, Sheraton Perth Hotel, Western Australia. Full text access : Research & development Centre, Taylor’s University, Malaysia (e-mail: GTDLSRnD@taylors.edu.my)
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Measure of service quality for hotel websites : an exploratory study
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Banumathy Devi Subramaniam
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21/5/2008
Description
Abstract : The crucial importance of having an effective web presence for the competitive advantage of a hotel has now become apparent. It has therefore become crucial for hotels to have websites to provide information on their products and services and to remain competitive in the marketplace. This paper outlines an in-progress study that is investigating the dimensions of hotel website that are important aspects of purchase determinant and loyalty on travelers, based on several conceptual models that are already available. It intends to extend the understanding of service quality within the setting of hotel web sites. Developing a measure of hotel website service quality is an important precursor to attracting travelers and hence ensuring the survival the hotel industry. The study has two objectives. Firstly, it examines the dimensions of tourism related websites that are valued by the users. Secondly, it explores the relevance of these dimensions in the evaluation of hotel web site service quality. The findings will benefit both practitioners and researchers in developing an understanding of the factors that contribute towards the creation and maintenance of travelers’ satisfaction on hotel web site. This scale will also provide a useful instrument for hotel managers who want to improve their service performance.
Working Paper : APacCHRIE 2008 Conference & THE-ICE Panel of Experts Forum 21 – 24 May 2008, Sheraton Perth Hotel, Western Australia. Full text access : Research & development Centre, Taylor’s University, Malaysia (e-mail: GTDLSRnD@taylors.edu.my)
Working Paper : APacCHRIE 2008 Conference & THE-ICE Panel of Experts Forum 21 – 24 May 2008, Sheraton Perth Hotel, Western Australia. Full text access : Research & development Centre, Taylor’s University, Malaysia (e-mail: GTDLSRnD@taylors.edu.my)
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Tourism–Information technology
Hospitality industry–Information technology
Internet marketing
Hotels–Information technology
Hospitality industry–Information technology
Internet marketing
Hotels–Information technology
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School of Computing and IT