Website Evaluation of Service Industries

The Internet especially World Wide Web has a great impact on the service sector in recent years. It plays an important role mediating between customers and service providers for information acquisition and business transactions.

The three companies chosen by me are as follows:

* Hyatt Hotels (Hotel industry)

* Lufthansa airlines (Airline industry)

* E-bay (e-commerce)

1. User-friendliness (easy to access and use, speed, provides needed information and instructions).

Item | Hyatt Hotels | Lufthansa airlines | e-Bay |

Website content and needed information | It is rich in information and provides all necessary details to customers for booking, enquiring, cancel and modify reservations. | It is very rich in information and contains all necessary information related to flights, meals, rental car, Hotel etc | It also contains all the necessary information required for a customer to buy product E.g. features of product, all views of product. |

Accessibility | Good | Very Good | Very Good |

Usability | Good | Very Good | Outstanding |

Speed | Average | Very Good | Good |

Navigation | Good website structure and makes easy for the people to navigate. | It also has very good navigation. | Navigation functionality is simply outstanding and very easy to access. |

2. Applicability of contents and features to each of the five technology-dominated petals of the “Flower” (Information, Consultation, Order-Taking, Billing, and Payment).

Item | Hyatt Hotels | Lufthansa airlines | e-Bay |

Information | Provides all the necessary information to the customers regarding availability of hotel rooms in various locations and their different Hyatt brands, necessary details like confirmation of reservations, special offers for their loyal customers and summary of their accounts. They are having a dedicated customer service page containing FAQ’s with answers, feedback, and contact information to help customers resolve customer queries. |...