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- W3020573610 abstract "The purpose of this paper is to identify key indicators for improving the quality of the website and ranking them in the context of hotel industry. A survey involving tourists who use websites for booking hotel rooms has been conducted. Data were gathered by using a Kano questionnaire and a pairwise comparison based on DANP model. Data analysis in this research was based on the Kano integrated tools and multi-criteria decision-making using Super Decision and Excel software. The empirical results of the Kano model suggest customers considered the criteria of information, trust, ease of use as a 'must be' indicator. Interactivity, relative advantage and intuitive operations are classified as one-dimensional features and attractive indicator include response time, visual appeal, innovativeness, emotional appeal, consistent image and tailored communication. Meanwhile, the variables related to must-be indicator has the most important, and then the one-dimensional variables and finally attractiveness indicator were obtained next rank from the customer's point of view." @default.
- W3020573610 created "2020-05-01" @default.
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- W3020573610 date "2020-01-01" @default.
- W3020573610 modified "2023-09-24" @default.
- W3020573610 title "Analyzing Key Indicators of Website Service Quality Using Kano and DANP Hybrid Model" @default.
- W3020573610 doi "https://doi.org/10.1504/ijpmb.2020.10028883" @default.
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