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Critical success factors for positive user experience in hotel websites: applying Herzberg's two factor theory for user experience modeling

Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)peer-review

This research presents the development of a critical success factor matrix for increasing positive user experience of hotel websites based upon user ratings. Firstly, a number of critical success factors for web usability have been identified through the initial literature review. Secondly, hotel websites were surveyed in terms of critical success factors identified through the literature review. Thirdly, Herzberg's motivation theory has been applied to the user rating and the critical success factors were categorized into two areas. Finally, the critical success factor matrix has been developed using the two main sets of data.

Original languageEnglish
Title of host publicationHospitality, Travel, and Tourism
Subtitle of host publicationConcepts, Methodologies, Tools, and Applications
PublisherIGI Global
Pages880-903
Number of pages24
Volume2
ISBN (Electronic)9781466665446
ISBN (Print)1466665432, 9781466665439
DOIs
Publication statusPublished - 31 Oct 2014

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ID: 11131454