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Critical Success Factors for Positive User Experience in Hotel Websites: Applying Herzberg’s Two Factor Theory for User Experience Modeling

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  • Arunasalam Sambhanthan

    (Department of Computing, University of Portsmouth, Portsmouth, UK)

  • Alice Good

    (Department of Computing, University of Portsmouth, Portsmouth, UK)

Abstract

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.

Suggested Citation

  • Arunasalam Sambhanthan & Alice Good, 2013. "Critical Success Factors for Positive User Experience in Hotel Websites: Applying Herzberg’s Two Factor Theory for User Experience Modeling," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 5(1), pages 1-25, January.
    • Handle: RePEc:igg:jesma0:v:5:y:2013:i:1:p:1-25
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    Cited by:

    1. Lim, Xin-Jean & Cheah, Jun-Hwa & Ng, Siew Imm & Basha, Norazlyn Kamal & Soutar, Geoff, 2021. "The effects of anthropomorphism presence and the marketing mix have on retail app continuance use intention," Technological Forecasting and Social Change, Elsevier, vol. 168(C).

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