Usability measurement of web-based hotel reservation systems

Shasha, Z.T.; Weideman, M.

Proceedings of the 1st TESA International Conference

Shasha, Z.T. & Weideman, M. 2016. Usability measurement of web-based hotel reservation systems. Proceedings of the 1st TESA International Conference. 21-23 September. Cape Town, South Africa. Online:

Purpose. The purpose of this research paper was to determine if Cape Town hotel reservation systems are usable. Method. The research instrument that was employed is usability testing. It is a technique used to evaluate product development that incorporates direct user feedback in order to decrease costs and create products and instruments that meet user needs. In this research paper, both standard approaches to user testing were applied in a combined quantitative and qualitative research design. For the qualitative component, some parts of a user testing session involved open-ended and perception-based questions. Other answers were recorded as quantitative data. Results. It was found that the respondents have numerous requirements for ease of use; more than 52% of participants indicated that the key factors were content simplicity and understandable product offerings through booking systems. Only about 18% of participants felt that the websites were confusing, while about 12% experienced the booking process as frustrating. Conclusion. In conclusion, it can be stated that booking systems were not easy to use, according to guidelines provided in other research. These results provide Web developers, designers and hotel owners with a clear understanding of the way in which website usability impacts on user satisfaction.
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