ANALISIS HARAPAN DAN PERSEPSI KONSUMEN TERHADAP DIMENSI WEBSITE HOTEL BINTANG LIMA DI SURABAYA

Abstract

Internet and website is an important tool for business marketing without any geographical or time constraints. Therefore, hotel website providers have to be able to meet customers’ expectations. This research attempts to compare the expectation and perception of customers toward the dimension of website of five stars hotels in Surabaya, which are facilities information, reservation information, contact information, website management and surrounding area information. The result shows that there are a significant gap between the expectation and the perception of customers.