Evaluating the Website Performance of Foreign Hotels in Indian Landscape on Balanced Score Card
Published: 2018
Author(s) Name: Ashish Dahiya, Shelley Duggal |
Author(s) Affiliation: Prof., Institute of Hotel and Tourism Mgt., Maharshi Dayanand University, Rohtak, Haryana, India.
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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
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