Does the usability experienced performance of travel websites in China meet users' expectation?

Yuk Yim Cheung, Tao Hu, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

4 Citations (Scopus)


Despite the increasing use of the Internet in travel and tourism, the issue of usability on travel websites has been largely overlooked in the existing tourism literature in Mainland China (hereafter known as China), one of the world's largest markets for generating and receiving tourists. This paper reports on a study that investigated the perceptions of Internet users in China on China-based travel agency websites (henceforth referred to as travel websites). The expectancy disconfirmation theory was used to compare the expected performance and experienced performance of 24 usability attributes. Empirical results showed significant differences between perceived performance and expected performance for all included attributes.
Original languageEnglish
Pages (from-to)255-266
Number of pages12
JournalAsia Pacific Journal of Tourism Research
Issue number3
Publication statusPublished - 23 Oct 2009


  • China
  • Expectancy disconfirmation theory
  • Travel website
  • Usability

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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