Analyzing a hotel website's access paths

R. Leung, Chun Hung Roberts Law

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


Irrespective of content richness and user friendliness of a website, customers may not access the website if they cannot easily find their desired information. At present, the existing tourism and hospitality literature has a limited number of, if any, prior studies that examined users’ accessed paths when browsing websites. This study analyzed the web server log of a Hong Kong fivestar international chain hotel in the period May 2006 to Apr 2007. The log contained 597,269 visitors and 2,655,661 pages of view data. The main focus of this study was to analyze the information retrieved by visitors and their access paths. Empirical results showed that the majority of the visitors were local residents, and dining information was their primary interest. This implies that the visibility of a website in search engine was relatively low so that only local residents that know the hotel name can find the website. Moreover, this hotel information structure was not very well-organized as visitors took an average of 3.94 clicks to reach the page that contained their desired information.
Original languageEnglish
Title of host publicationInformation and communication technologies in tourism 2008 : proceedings of the International Conference in Innsbruck, Austria, 2008
PublisherSpringer-Verlag Wien
Number of pages12
ISBN (Electronic)9783211772805
ISBN (Print)9783211772799
Publication statusPublished - 2008
EventInternational Conference on Information and Communication Technologies in Tourism -
Duration: 1 Jan 2008 → …


ConferenceInternational Conference on Information and Communication Technologies in Tourism
Period1/01/08 → …


  • Hotel websites
  • Customer behaviour
  • Log file analysis
  • Access path


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