Evaluation of hotel website contents: existence-importance analysis

Abstract

Purpose The purpose of this study is twofold: it aims to examine hotel website features by conducting a content analysis and it analyses customers’ viewpoints about the importance of the contents of hotel websites. The study involves a quantitative method of measurement and evaluation of the information provided by hotel websites. It tries to evaluate the richness of definite and ample information dimensions, which as a whole constitutes the information services offered through the website. Design/methodology/approach The study is based on two pillars: all five-star hotel chains (113 hotels) in Egypt as the population frame to evaluate the contents of their websites; and a sample of 406 customers selected to examine the customers’ views on the importance of the contents of hotel websites. This study proposes a quantitative evaluation frame of all dimensions provided by hotel websites which is developed, tested and validated. Findings The study has revealed important findings that can help hotel managers to adjust the information on the websites to be more efficient and customer-oriented. Research limitations/implications Because of the chosen research approach, the research results may lack generalizability. Therefore, researchers are encouraged to test the proposed frame again in further studies. Practical implications The study includes implications for the development of hotel website evaluation from the perspective of two sides, hotel managers and customers, by using a unique quantitative evaluation model. Originality/value This research has for the first time combined statements from the perspective of two sides – hotel managers and customers.