Critical Success Factors for Positive User Experience in Hotel Websites: Applying Herzberg's Two Factor Theory for User Experience Modeling
This work addresses user experience modeling for hotel websites, but it is incremental as it applies an existing theory to a specific domain without introducing new methods.
The research tackled the problem of improving user experience on hotel websites by developing a critical success factor matrix based on user ratings, applying Herzberg's Two Factor Theory to categorize factors into two areas.
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.