Websites of hotels in the alps: a goal-driven quality evaluation.

Abstract

This paper presents the results of a study on the quality of the Web sites for hotels in the Italian Alpine region, where most hotels are of small or medium size. The goal was to determine whether and to what degree the hotels’ Web sites support their activities of promotion and commercialization by examining them through the framework of destination management. To this end, we defined an evaluation model using a goaldriven approach, thus making it possible to instantiate the dimensions of a general metamodel for Web-site quality. The results showed, apart from a great deal of variation among the hotels, the weak areas in which operators and developers need to intervene to improve the efficacy of the hotels’ Web sites.