This CHR tool explains how hospitality managers can evaluate the extent to which their hotel or restaurant website meets potential customers’ needs by means of usability tests. As hospitality businesses seek to drive more business to their own websites rather than third-party sites, websites must not only look appealing but also be easy to use so that potential customers can find information quickly and easily. Functionality is equally important for internal websites, such as those used to communicate with employees about policies and benefits. In addition to explaining how to conduct usability tests, the report provides sample test results and summarizes recent research on website structure and functioning.
Jameson, D. A. (2013). Does your website meet potential customers’ needs? Cornell Hospitality Tools, 4(2), 6-13.