A contrast analysis of online hotel web service purchasers and browsers

Jia Rong, Gang Li, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

43 Citations (Scopus)

Abstract

Ever since the introduction of Internet technology to general business, websites have played an important role in the business and promotional efforts of hotels. However, the existing tourism and hospitality literature contains only a limited number of articles that examine the perceived importance of the different attributes of a hotel website. This paper reports a study that analyzed the different perceptions of specific hotel website attributes between online purchasers and browsers and between Western and Asian users. The empirical findings reveal a set of attributes that are the most important in developing effective hotel websites. The findings also indicate the necessity of designing English- and Chinese-language hotel websites differently, based on the significant differences in the responses obtained from these two groups of online users.
Original languageEnglish
Pages (from-to)466-478
Number of pages13
JournalInternational Journal of Hospitality Management
Volume28
Issue number3
DOIs
Publication statusPublished - 1 Sep 2009

Keywords

  • Contrast analysis
  • Hong Kong
  • Hotel website
  • Market segmentation

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this