Significance of the dimensions and attributes of hotel mobile website from the perceptions of users

Wong, Elise Y.; Leung, Rosanna; Law, Rob

doi:10.1080/15256480.2018.1429338

Cited by 29 publications

(30 citation statements)

References 41 publications

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“…Ongsakul et al (2020) analysed the relationship between website quality and pragmatist and hedonic performance. Wong et al (2020) proposed a model to assess the efficiency of mobile websites used by hotels. Table 1 lists studies evaluating hotel websites according to the region where the research took place, the method used and the criteria affecting the website.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Social media platforms that enable tourists to share their experiences have opened up a new world of dialogue between people, as they facilitate direct interaction between tourism service providers and tourists (Sotiriadis, 2017). Moreover, mobile technologies have provided the tourism industry with opportunities to communicate with target customers, encourage them and provide innovative services (Wong et al, 2020). Mobile versions of the official websites of many hotels are used by customers as a marketing and communication tool (Lei and Law, 2019).…”

Section: Practical Implicationsmentioning

confidence: 99%

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Evaluating hotel websites through the use of fuzzy AHP and fuzzy TOPSIS

Baki

2020

IJCHM

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Purpose The purpose of this study is to develop a useful, effective and comprehensive approach to facilitate the evaluation of hotel websites. Design/methodology/approach The paper examines the literature evaluating e-commerce sites, particularly that is focused on hotel, tourism and travel. Moreover, 5 criteria and 19 sub-criteria are identified, and a two-step method is proposed for the assessment of hotel websites whereby the global weights of the proposed criteria are determined by the fuzzy analytic hierarchy process, and hotel websites are ranked through the fuzzy technique for order preference by similarity to ideal situation. Findings The results show that the leading criteria to effectively evaluate hotel websites are trust and information quality and that the most important sub-criteria are special discounts, assurance and reservation information. Practical implications This research offers practical advice to increase understanding of the determinants of an effective hotel website so that appropriate strategies can be developed to convert a website visitor into a customer. Originality/value The study aims to contribute to businesses operating in the tourism sector which seeks to increase the effectiveness of their websites by identifying criteria and proposing a methodology for hotel website evaluation.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Practical Implicationsmentioning

confidence: 99%

Evaluating hotel websites through the use of fuzzy AHP and fuzzy TOPSIS

Baki

2020

IJCHM

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“…Hotels and the third party companies have gradually shifted the focus of distribution channels from desktop computers to mobile devices in order to take advantage of the increased use of mobile technologies, and they have consequently achieved customer expectations (Wong et al, 2020). Likewise, there are many statistics that support the explosive growth of MHR, and its high level of market penetration over recent years.…”

Section: Literature Reviewmentioning

confidence: 99%

Mobile hotel reservations and customer behavior: Channel familiarity and channel type

Kim

Chua

Han

2020

Journal of Vacation Marketing

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The present study is centered on mobile hotel reservations in the investigation of the interrelationships between value, attitude, satisfaction, and reuse intention in consideration of the moderating roles of the channel familiarity and the channel type. Utilizing a quantitative approach, the research hypotheses were tested using structural equation modeling and multiple-group analyses. The casual relationships proposed among the study variables were found to all be significant, and the importance of the utilitarian value was substantiated. Moreover, the analysis results denoted that the channel familiarity is an important moderator that affects the strength of the relationships between (1) the attitude and the reuse intention and (2) satisfaction and the reuse intention, which suggests that a different approach should be arranged for novice and expert users. Also, channel type moderated the links between (1) hedonic value and satisfaction, (2) utilitarian value and satisfaction, (3) attitude and the reuse intention, and (4) satisfaction and the reuse intention, which separately provided more relevant implications for the hotel owned and the third-party owned channels.

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“…Approximately one decade later, Ren et al (2016) divided the available drivers into named categories, such as tangible and sensorial experience, staff performance, aesthetic perception, and hotel location. A recently introduced determinant of customer satisfaction was identified by Wong, Leung, and Law (2015) who indicated that a well-designed mobile website can be nowadays considered vital for satisfying the guests' needs.…”

Section: Determinants Of Customer Satisfaction and Customer Loyaltymentioning

confidence: 99%

Untitled

2020

JTHM

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Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers. The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels. Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty; nevertheless, most of them indicate an opposition towards their correlation. The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated. A quantitative research methodology was applied, with the use of close-ended paper questionnaires, which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos, one of the most popular tourist destinations in northern Crete. Findings confirmed a positive correlation between customer satisfaction and customer loyalty. Data also showed that food and beverage quality, location and price are considered as the most significant factors that enhance satisfaction levels, whereas emotional experiences, loyalty programs, customer service quality, and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.

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Significance of the dimensions and attributes of hotel mobile website from the perceptions of users

Cited by 29 publications

References 41 publications

Evaluating hotel websites through the use of fuzzy AHP and fuzzy TOPSIS

Evaluating hotel websites through the use of fuzzy AHP and fuzzy TOPSIS

Mobile hotel reservations and customer behavior: Channel familiarity and channel type

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