International Journal of Hospitality and Tourism Systems

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


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

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

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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