Usability evaluation of hotel Websites in Hong Kong

Pao Yue-kong Library Electronic Theses Database

Usability evaluation of hotel Websites in Hong Kong


Author: Au Yeung, Ying-siu Tom
Title: Usability evaluation of hotel Websites in Hong Kong
Degree: M.Sc.
Year: 2002
Subject: Hong Kong Polytechnic University -- Dissertations
Web sites -- China -- Hong Kong -- Evaluation
Hotels -- Computer network resources -- China -- Hong Kong -- Evaluation
Department: Multi-disciplinary Studies
School of Hotel and Tourism Management
Pages: vii, 107 leaves : col. ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Usability and functionality are two major elements which can significantly affect the performance of a website. While a number of prior studies have investigated the functionality of hotel websites, the usability issue has largely been overlooked in the existing hospitality and tourism literature. To make a contribution in this important area, the present study presents a model which uses a modified heuristic evaluation technique to evaluate the usability of hotel websites. In this study, a heuristic evaluation was conducted to gather opinions about the usability of seventy-seven hotel websites in Hong Kong. Performance scores were calculated for all hotel websites. Experimental results show that the average usability performance of all hotels in Hong Kong is 19.6 point out of 100 (the lower the better). Generally speaking, minor usability problems were found on Hong Kong hotels' websites. Also, analyses were conducted to compare the usability of hotel websites by different hotel classifications. It was found that the usability performances of chain hotels were significantly better than that of independent hotels. Possible explanations to this finding could be the difference in financial support and the difference in operating scales between chain and independent hotels.

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