This study explored hotel websites and determined the important factors
that affect customer satisfaction, visits, and word of mouth. The 20 items for
measuring hotel web service quality were developed and grouped into five
dimensions. The five dimensions were information, transaction, design,
communication, and system responsiveness. The findings revealed that three factors, i.e., information, design, and communication, were significant in
influencing customer satisfaction, which in turn affected visits and word of
mouth.