Measurement of the usability of web-based hotel reservation systems

Abstract

The aim of this research project was to determine what the degree of usability is of a sample of online reservation systems of Cape Town hotels. The literature has indicated that the main aim of website usability is to make the engagement process with a website a more efficient and enjoyable experience. Researchers noted that well designed, high-quality websites, with grammatically accurate content, create a trustworthy online presence. User-friendly sites also attract far more traffic. Previous research has also shown that a loss of potential sales is possible due to users being unable to find what they want, if poor website design has been implemented. Loss of potential income through repeat visits is also a possibility, due to a negative user experience. The research instrument that was employed in this research is usability testing. It is a technique used to evaluate product development that incorporates user feedback in an attempt to create instruments and products that meet user needs, and to decrease costs. The research focused on Internet-based hotel reservation systems. Only the usability was measured. Both standard approaches were used in this research project, in a combined quantitative and qualitative research design. In conclusion, the purpose of this research was to determine the degree of usability of specified Cape Town hotel online reservation systems. The outcomes of this study indicated interesting patterns in that reservation systems met user requirements more often than expected. However, the figures of acceptability obtained were still below the generally accepted norms for usability. The amount of time spent to complete a booking also decreased, as users worked on more than one reservation system.