A study of the perceived importance of the overall website quality of different classes of hotels

Although prior studies have achieved a certain degree of success in understanding the behaviour of e-consumers with regard to specific website dimensions and attributes, how users of hotel websites view the overall quality of the websites of different classes of hotels remains largely unknown. This research note reports on a study that surveyed the perceptions of e-buyers and e-lookers of hotel websites. The empirical findings showed that the level of perceived importance increases with the class of hotel, and that there was no significant difference in perception between e-buyers and e-lookers in all but one of the hotel classes. This research note should be of interest to managers of different classes of hotels with a presence on the Internet for online reservations.