Application of Werthner and Klein’s Model in Tourism Context

Abstract

Web evaluation has become a critical process in DMOs’ performance measurement efforts.  However, Web evaluation research over the past decade has led to diverse approaches and findings rather than a unified understanding of success factors that should be measured in order to gauge a Web site’s performance.  The common success factors and potential additional factors identified in this study provide an important basis for practical Web evaluation implementation and simultaneously serve as a useful input for future research.  The major benefit of this study is the digest of a large volume of key factors into one comprehensive model that can be tested and applied to Web site development and evaluation problems.  This integration helps to identify not only commonalities but also gaps in existing approaches.

Keywords: Destination marketing; DMOs’ performance measurement; E-satisfaction; E-loyalty; E-quality; Qualitative meta-analysis