Evaluation of hotel website contents: existence-importance analysis

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.