International Journal of Hospitality and Tourism Systems

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Evaluating the Website Performance of Foreign Hotels in Indian Landscape on Balanced Score Card


Affiliations
1 Institute of Hotel and Tourism Management, Maharshi Dayanand University, Rohtak, Haryana, India
     

   Subscribe/Renew Journal


This study aims to undertake the evaluation of performance of the websites of foreign origin chain hotels operating in India. The evaluation is done by incorporating the modified Balanced Scorecard (BSC) approach on four perspectives: technical, user friendly, site attractiveness, and marketing effectiveness. A set of seventy eight parameters are used to examine the sample websites. Most of the sample hotel websites are found to be user-friendly and technically sound. More is needed to be done to make sample websites marketing effective and attractive. Numerous suggestions are proposed on the basis of the results derived to improve website services online focusing on proposed areas of website improvement leading to achieve business goals.

Keywords

Website Performance, Hotels, Balanced Score Card.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Choi, S., & Morrison, A. M. (2005). Website effectiveness for bricks and mortar travel retailers. Anatolia, 16(1), 63-78.

  • Dahiya, A., & Duggal, S. (2013). An analytical study of the websites of industry integrated hotel management institutes in India. JOHAR, 8(2).

  • Dahiya, A., & Duggal, S. (2015). How credible is the website of incredible india on balance score card? Journal of Central University of Haryana, 2(1), 1-13.

  • Feng, R., Morrison, A. M., & Ismail, J. A. (2004). East versus West: A comparison of online destination marketing in China and the USA. Journal of Vacation Marketing, 10(1), 43-56.

  • Ismail, J. A., Labropoulos, Theodore., Mills, J. E., & Morrison, A. (2001). A snapshot in time: The marketing of culture in European Union NTO web sites. Tourism Culture & Communication, 3(3), 165-179.

  • Kaplan, R. S., & Norton, D. P. (1992, January-February). The balanced scorecard: Measures that drive performance. Harvard Business Review, 71-79.

  • Kim, D. Y., Morrison, A. M., & Mills, J. E. (2002). Examining the web-based marketing efforts of first-tier city convention centers in the US. In Information and communication technologies in tourism 2002: Proceedings of the International Conference in Innsbruck, Austria, 2002 (pp. 507-516). Springer-Verlag Wien.

  • Kim, D. Y., Morrison, A. M., & Mills, J. E. (2004, March). Tiers or tears? An evaluation of the web-based marketing efforts of major city convention centers in the US. Journal of Convention & Exhibition Management, 5(2), 25-49. Taylor & Francis Group.

  • Kim, L. H., & Njite, D. (2009). Evaluation of web site performance: Korean convention centers. International Journal of Hospitality & Tourism Administration, 10(3), 232-252.

  • Kim, Y. H., & Kim, M. (2010). A new approach for assessment and comparison of websites: Using the modified balanced scorecard and analytical hierarchy process. Journal of Hospitality Marketing & Management, 19(6), 676-695.

  • Kline, S. F., Morrison, A. M., & John, A. S. (2005). Exploring bed & breakfast websites: A balanced scorecard approach. Journal of Travel & Tourism Marketing, 17(2-3), 253-267.

  • Lee, S. S., Kim, J. H., & Parrish, C. (2012, October). Are you ready for the extra inning? An exploratory study of the evaluation of professional sport teams’ websites as marketing tools to prospective meeting/event customers. Journal of Convention & Event Tourism, 13(4), 270-289. Taylor & Francis Group.

  • Morrison, A. M., Taylor, S., Morrison, A. J., & Morrison, A. D. (1999). Marketing small hotels on the world wide web. Information Technology & Tourism, 2(2), 97-113.

  • Poklepovic, T., Arneric, J., & Erjavec, N. (2013). Different perspectives of web site performance analysis from Croatian Hotels. International Conference On Information Technology, 6, 1-9

  • Pranic, L., Pranicevic, G. D., & Arneric, J. (2014). Hotel website performance: Evidence from a transition country. Tourism and Hospitality Management, 20(1), 45-60. Prentice Hall.

  • Singh, H., & Bhatia, J. (2016). Evaluation of official tourism websites of world’s leading tourist destinations using the balanced score-card approach. Journal of Tourismology, 2(1), 35-49.


Abstract Views: 455

PDF Views: 0




  • Evaluating the Website Performance of Foreign Hotels in Indian Landscape on Balanced Score Card

Abstract Views: 455  |  PDF Views: 0

Authors

Ashish Dahiya
Institute of Hotel and Tourism Management, Maharshi Dayanand University, Rohtak, Haryana, India
Shelley Duggal
Institute of Hotel and Tourism Management, Maharshi Dayanand University, Rohtak, Haryana, India

Abstract


This study aims to undertake the evaluation of performance of the websites of foreign origin chain hotels operating in India. The evaluation is done by incorporating the modified Balanced Scorecard (BSC) approach on four perspectives: technical, user friendly, site attractiveness, and marketing effectiveness. A set of seventy eight parameters are used to examine the sample websites. Most of the sample hotel websites are found to be user-friendly and technically sound. More is needed to be done to make sample websites marketing effective and attractive. Numerous suggestions are proposed on the basis of the results derived to improve website services online focusing on proposed areas of website improvement leading to achieve business goals.

Keywords


Website Performance, Hotels, Balanced Score Card.

References