A review of hospitality website design frameworks

N.H. Hashim, J. Murphy, Chun Hung Roberts Law

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic research


An effective website is vital for a hotel to strengthen its customer relationships and harvest online sales. Yet despite the proliferation of hotel website studies, research seems to have under-emphasised a fundamental first step, the development of valid and reliable constructs and features for evaluating websites. Based on a literature review, expert judgement and in-depth interviews, this study proposes a framework for evaluating hotel websites. The results are five dimensions of website quality — information and process, value added, relationships, trust, and design and usability — reflected by 74 websites features. The paper closes with a proposed process for developing a website evaluation framework and future research opportunities.
Original languageEnglish
Title of host publicationInformation and communication technologies in tourism 2007 : proceedings of the international conference in Ljubljana, Slovenia, 2007
Number of pages12
ISBN (Print)3211695648, 9783211695647, 9783211695661
Publication statusPublished - 2007
EventInternational Conference on Information and Communication Technologies in Tourism -
Duration: 1 Jan 2007 → …


ConferenceInternational Conference on Information and Communication Technologies in Tourism
Period1/01/07 → …


  • Hospitality
  • Website design
  • Meta-analysis

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