Developing a Content Analysis Evaluation Approach for the Examination of Limited-Service Lodging Properties

SUMMARY

This exploratory study investigates the Website effectiveness of limited-service chain lodging operations. Websites of the top 25 limited-service chain lodging operations in the U.S. were evaluated based on the criteria established for the study. The seven evaluation criteria included impression, content usefulness, accuracy, navigation, accessibility, online reservations, and timeliness of information. A detailed description was developed for each criterion. The results of this study offers a starting point for both Web researchers and practitioners in the limited-service segment of the lodging industry to determine specific areas of Website improvements.

Key Words:

• Web effectiveness
• limited-service chain lodging operations
• evaluation criteria