Correlating functionality and usability performance scores of hotel websites

The impact of the Internet on hotel business has recently drawn the attention of many hospitality and tourism practitioners. Specifically, these practitioners would like to know what the contributing factors are to the success of a hotel website, and how good a hotel website performs in the industrial standard. Prior studies on hotel website performance measurement have attempted to model hotel website measurements in two separate aspects, namely usability and functionality performance, and these performance measurements were reflected in total numeric scores in terms of usability or functionality. Prior studies, however, have failed to examine the relationship between the functionality and usability performance scores. This paper reports on a study that computed the correlation coefficients of the usability and functionality scores. Empirically findings indicated that except for economy hotels, there was no significant relationship between functionality and usability scores.