Performance measuring indicator : a study of Hong Kong hotel websites

Pao Yue-kong Library Electronic Theses Database

Performance measuring indicator : a study of Hong Kong hotel websites

 

Author: Chung, Chiu-fai Tony
Title: Performance measuring indicator : a study of Hong Kong hotel websites
Degree: M.Sc.
Year: 2002
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Hong Kong -- Data processing
Web sites -- China -- Hong Kong
Department: Multi-disciplinary Studies
School of Hotel and Tourism Management
Pages: viii, 88 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1621036
URI: http://theses.lib.polyu.edu.hk/handle/200/2874
Abstract: The purpose of this research is to evaluate the content of Hong Kong hotel websites by identifying the predominant features on these sites. A model measurement was developed to measure the hotel websites' performance in terms of information quality. The research was based on a conceptual framework of hotel website components including facilities information, customer contact information, reservations information, surrounding area information and management of website. Thirty-nine website attributes were further developed from the five components. The components and attributes were modified from previous studies that examined hotel and tourism websites in the United States, Australia and the United Kingdom. The research commenced with a total of 46 hotel senior staff who were asked to rate the importance of the attributes. Secondly, the attributes were used to measure the performance of the websites and a performance score was produced for each website. Thirdly, the score of website was used to compare the performance among three hotel categories (High Tariff A hotels, High Tariff B hotels and Medium Tariff hotels). Further analyses by ANOVA and Post Hoc Tests (Tukey) revealed significant differences on overall performance of websites among three hotel categories. It is concluded that the hotel websites of the luxury hotels scored higher than the budget hotels. The results were consistent with the study of Siguaw (2000) that luxury and upscale hotels adopted more information technology than economy and budget hotels. This research has a number of implications for hotel industrial practitioners and policy makers. In particular, it allows a hotel to compare its website performance with the industry at large.

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