The Analysis of Users’ Emotional Feelings toward Kansei Based Design of Hotel’s Website in Bali

Abstract

One of the most important contributors to foreign exchange is tourism, and one type of accommodation that can help the tourism industry is hotels. Currently, the website is one of the elements that helps visitors obtain information about the hotel and make reservations for available rooms. One technique for attracting hotel customers is to create an eye-catching website. The process of translating human emotions and feelings into a design–in this case, the design of a website interface–is known as Kansei Engineering. The main goal of this study is to select the most critical emotional factors for redesigning the website of the Ocean View Tulamben Bali Hotel. This study contributes to the knowledge in the field of website interface design based on emotional factors by applying the multivariate method and Kansei Engineering. The related users’ critical emotions were translated into Kansei words in this study. Seven Kansei words related to the website interface were used and six hotel websites were used as samples. The 33 respondents were employees of the Ocean View Tulamben Bali Hotel. Multivariate statistical analysis, including Cronbach’s alpha, coefficient correlation analysis, factor analysis, and partial least squares, were used to examine the respondents’ questionnaire responses. Recommendations for redesigning the hotel website interface were derived from the average of all questionnaires. The results showed that the Kansei word “futuristic” was the most important user emotion.