2013/02/21 by Arunasalam Sambhanthan, Sambhanthan, Arunasalam, Alice Good +1
Business, Management and Accounting · Decision Sciences · Social Sciences · #Computers and Society (cs.CY) #Customer Service Quality and Loyalty #Digital Marketing and Social Media #FOS: Computer and information sciences #Human-Computer Interaction (cs.HC) #Technology Adoption and User Behaviour
paper · pdf · doi:10.48550/arxiv.1302.5196
openalex publication_date 2013/02/21 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28
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.