Development of an instrument for accessing quality of a Convention and Visitors Bureau Web site

The continuing growth of the Internet and its associated technology has created a new type of market for meeting managers and Convention and Visitors Bureaus (CVBs), and has become a viable alternative to traditional communication media and service delivery tools. As Internet and web site usage by meeting managers' increase, CVBs should enhance and upgrade their web sites to keep in step with customers' needs and expectations; The purpose of this study is to identify general usage and overall perceptions of CVB web sites and CVB web sites' content items and design attributes that are most important as perceived by meeting planners. In addition, this study developed a valid instrument for measuring the quality of CVB web sites, as perceived by meeting planners. Instrument development was based the content analysis of the CVB web sites of the top 10 US convention cities and an extensive literature review of the major studies on web site evaluation criteria and web site success. Data was collected from 202 meeting planners via an on-line survey; The results of comparison of perceived importance of content items suggested that meeting managers perceived "Hotel and meeting facilities information" to be the most important content items followed by "Area map" and "Transportation information". The results of the instrument refinement and the instrument validation show that effective CVB web site design includes four design concepts: information quality, navigation and accessibility, experience, and service quality; The findings of the study provide guidelines for CVB web site developments and quality strategies. CVBs can ensure that they develop sites that rank high on all aspects of content items as perceived by meeting planners. In addition, utilizing the instrument developed by this study, CVBs can monitor the quality of their web sites over time.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

2003

Author dc:creator

• Ha, Myounghee

Contributors dc:contributor

• Curtis Love

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/1533

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-2532