IBIMA Publishing Journal of Internet and e-Business Studies http://ibimapublishing.com/articles/JIEBS/2017/217014/ Vol. 2017 (2017), Article ID 217014, 16 pages DOI: 10.5171/2017.217014

Research Article

Models for Evaluating Websites

Brito José Bonjisse and Elisabete Paulo Morais

Tourism Marketing, Polytechnic Institute of Bragança, Mirandela, Portugal

Applied Management Research Unit (UNIAG), Polytechnic Institute of Bragança, Mirandela, Portugal

Correspondence should be addressed to: Elisabete Paulo Morais; [email protected] Received date: 31 March 2017; Accepted date: 30 June 2017; Published date: 13 October 2017 Academic Editor: Rosalina Bessa Babo Copyright © 2017. Brito José Bonjisse and Elisabete Paulo Morais . Distributed under Creative Commons CC-BY 4.0

Abstract

This paper reviews tourism studies that pertain to methodological approaches to website evaluation of tourism websites, in order to make future judgement analysis of tourism websites. Although, it is difficult to make a systematic and complete evaluation on websites, they are quality due to their diversity of functionalities, which make them complex to analyses. Many studies have proposed new website evaluation frameworks and criteria. The research attempted to understand and improve website evaluation based on models related to the tourism websites. Through those models, the research proposed a new model based on the previous models discussed on this paper.The method used in the research was qualitative approach like reading journals, books, papers, interpreing phenomena and virtual research by Internet, and according to the findings this analysis found that websites should look on the ergonomics recommendations.

Keywords : Tourism, website evaluation, techniques of evaluation

Destination Marketing Organizations Introduction (DMOs) are non-profit institutions (usually public or/ private organizations) The World Wide Web (WWW) has become responsible for attracting tourists and the primary instrument used by tourists in helping to commercialise hospitality and order to search for information. As a result, services based in a territory tourism websites pertaining to destinations conceived as a single unit, weather a city, a need to be appealing and must convey their region or a whole nation. (Gretzel, 2006). brand image in an appropriate, effective manner. Moreover, these institutions are also responsible for the promotion of destination brands. (Blain, 2005). Therefore, several researchers have

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Cite this Article as: Brito José Bonjisse and Elisabete Paulo Morais (2017)," Models for Evaluating Tourism Websites", Journal of Internet and e-Business Studies, Vol. 2017 (2017), Article ID 217014, DOI: 10.5171/2017.217014

Journal of Internet and e-Business Studies 2 ______

highlighted official websites are crucial like for the tourism industry (especially for Choi (2007) and Jang (2012) according to and travel agencies) Brey, So, Kim, & them destination websites are important to Morrison (2007) and for large promote a territory / goods / services organizations (eg. DMOs), and national because they provide a huge amount of tourist organizations (NTOs) Doolin, information, convey an image of the place, Burgess, & Cooper (2002). permit useful interaction with consumers. So the aim of this paper is to identify the Moreover, the web has great potential for evaluation techniques of tourism websites promoting regional tourism, and is in order to make future judgement analysis relatively inexpensive compared with other of websites. promotion and advertising media. (Standing &Vasudavan, 2000). An effective First, we are going to define tourism, talk website can reach global audiences: it is about WWW and its importance, followed accessible 24 h a day from anywhere in the by models of tourism website evaluation world. The content of a website is thus very and conclusion. important, and must be updated regularly in the field of tourism marketing as in any Literature Review other field. (Huang, Chou, & Lin, 2010).

Travelers search for information on The United Nations (UN) and the World tourism websites and the content of these Tourism Organization Unwto (2010), websites is one of the main factors specializing in the UN agency for tourism, contributing to repeated visits. (Ho & Lee, based in Spain, defines " tourism as a set of 2007). activities of persons traveling and staying in places outside their normal environment Moreover, moving from simply offering not more than a year for leisure, business information to interactive designs allows and other reasons not related to paid tourism organizations to identify activities in the place visited.” Tourism, consumers’ interests and encourage their according to Unwto (2015), "is the activity participation, thereby increasing the traveler visiting a location outside of your likelihood that they will return to the site. usual environment, for less than a year, and This also allows these organizations to with the main purpose different from the understand tourists’ preferences and exercise of remunerated activities by local consequently to communicate with them entities visited". individually and provide them with

personalised services. (Doolin et al., 2002). The definition of tourism, despite several Therefore, many online visitors may be discussions and contributions in an attracted through the use of government attempt to define it that prevails is the one tourism websites. of UNWTO, as the World Tourism

Organization. It is important to note that The link between tourism and WWW is so the definitions formulated in the UNWTO closer today, which means that tourists are are related to seeking products and services through the statistics and leave blank the other factors Internet. linked to the tourism sector and that, there may be more studies on the generally It is important to highlight that there is too accepted concept. much information in the world, but the Internet Marketing of Tourism Internet tools help consumers to get their needs and wants by distance from any Electronic commerce has a far-reaching destination based on interactivity state impact on the tourism marketPalmer & websites or destination websites. McCole (2000).The Internet (with the newest web technology) offers a large Cooper et al. (2002) say the Internet can amount of information instantly, so it is also strengthen marketing functions and becoming increasingly important as a distant destinations communications, destination marketing and promotion tool

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whether peripheral or by tourism graphics, and photos in many ways enterprises of small and medium influences how these messages are businesses by enabling direct received by ‘‘viewers’’ Rosen &Purinton communication with potential consumers. (2004). Therefore, many online visitors Therefore, it offers unprecedented may be attracted through the use of opportunities and affordable for the government tourism websites. representation and global marketing for large and small tourism service providers. In the travel agencies market today, there are many alternatives of online agencies Electronic commerce has a far-reaching that develop interfaces appropriate impact on the tourism market according to consumers. The Internet also offers unique Palmer & McCole (2000). The Internet opportunity for multimedia presentations, (with the newest web technology) offers a which enables greater interaction of those large amount of information instantly, so it seeking information and thoese providint is becoming increasingly important as a it. destination marketing and promotion tool for the tourism industry (especially for However, for tourism to exploit the full hotels and travel agencies) (Brey, So, Kim, potential element of e-commerce and their & Morrison, 2007; Choi, Lehto, & Morrison, customers it is necessary to have security 2007; Ho, 2002; Kim, Kim, & Han, 2007) in transmissions, guaranteed credibility and for large organizations (eg. DMOs, and and accountability of information, ensure national tourist organizations (NTOs) copyright, reduce confusion and (Doolin, Burgess, & Cooper, 2002; Hoffman dissatisfaction of users.With the growth & Novak, 1996; Lee, Cai, & O’Leary, 2006; and sophistication of tourist demand, came Raventos, 2006). Moreover, the web hás new dependence of electronic media by great potential for promoting regional consumers, suppliers and intermediaries tourism, and is relatively inexpensive daily. Increasing numbers of consumers compared with other promotion and use commercial sites and non-commercial advertising media (Standing &Vasudavan, Internet for planning, search, booking, 2000). An effective website can reach acquisition and changes in tourism global audiences: it is accessible 24 h a day products. from anywhere in the world. The content of a website is thus very important, and must Tourist experiences are empowered with be updated regularly in the field of tourism information technology and the use of marketing as in any other field (Lin & systems of information and booking to Huang, 2006). improve personal efficiency.

Travelers search for information on The pages on a site are organized from a tourism websites, according to Ho & Liu basic URL or site where the main page, (2007), and the content of these websites is usually resides in the same directory on a one of the main factors contributing to server. repeated visits (Purinton & Rosen, 2004). Moreover, moving from simply offering The pages are organized within the site in information to interactive designs allows an observable hierarchy in the URL, tourism organizations to identify although the links between them control consumers’ interests and encourage their how the reader perceives the global participation, thereby increasing the structure, so that it can have little to do likelihood that they will return to the site. with the hierarchical structure of the site's This also allows these organizations to files. understand tourists’ preferences and consequently to communicate with them The Role and Importance of the Websites individually and provide them with According to the thesis of Azevedo (2009), personalised services Doolin et al. (2002). websites are increasingly important tools in any marketing strategy. The paradigm The way a website presents information, shift in business development is leading the

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companies to the growing adoption of a web page due to their close relation. Garcia relational model and direct communication (2001,6) defines a website as a group of with the consumer, as opposed to the pages on the World Wide Web that are traditional model in their marketing regarded as a single entity and are strategies. It is in this context that structured according to a rigorous content highlights the importance of organisation system. Websites must be communication tools, andparticularly the accessible and intuitive to allow easy Internet, especially when enriched by navigation and the customisation of criteria appropriate and attuned multimedia and requirements. content with the marketing plan. However, today the technological tools are The use of websites and multimedia as not the only important aspects in the tools to support sales, promotion of the development of a website. As mentioned image and growth, enhances the byGarcia (2001,6): “the best proposal of performance and profitability of any website to make users loyal is to offer companies. quality content... that distinguishes it from For all this, they gain increasing other websites. This produces in users the importance for the production and content need to return to the website on a regular structuring services normally directed to basis. Differentiating content clearly offers three areas: a range of mechanisms (forums, announcements board, chat, email, etc.) to Institutional Strand (websites with establish a relationship with users”. institutional content) – presentation company their products and or services. Lopez, Valarez, & Altamirano (2016) summarise the essential features of the Shed commercial (commercial websites) websites of cities and destinations: - Commercial Performance, by providing consumers with direct sales of its products 1. Easy to find, either through a search or services. In addition to this commercial engine or directly. aspect, this type of content can also include an institutional component. 2. Speed . The website must operate and respond quickly. Communication support strand (content in "micro sites") - small set of supporting 3. Usability . The site must be attractive, communication content. Used for special easy to use, graphically coherent, and keep campaigns are generally characterized by a the interest of the short period of life. A few years ago the user. navigation tools were more complicated to use, production websites and their content 4. Content . The site must provide quality did not have as many tools as today and information that is interesting, correct, access was so expensive that only large updated, Creative and entertaining for the companies and universities considered the user. use of the Internet as having a cost / benefit advantage. Today, access is easier 5. Interactivity . The website must provide and cheaper, site production costs users with the ability to find the decreased significantly and the associated information they require, facilitate tools are more accessible. Consequently, bookings, links, customer support and the number of Internet users continues to service. grow. All these aspects should be considered Websites for Tourism Promotion and when creating a tourism promotion Advertising website, since these aspects are becoming increasingly important in the field of The definition of the term website is communication. “The development of new sometimes ambiguous and -from the point technologies has led to the perception of of view of users- it is used as a synonym of

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corporate websites as business cards which digital communication campaigns. Under communicate by themselves and as the umbrella term “web analytics”, a powerful tools for access to and for users, variety of tools have been developed to so it is convenient and indispensable for measure and analyse data about the the image, information and activities of behaviour of the online audience and companies and public bodies to be achieve web traffic optimisation and meet reflected in their websites. The website is, the objectives of e-commerce (Lamas, in short, a communication tool that must be 2010). consistent with the institutional objectives, and must contribute to the transmission of However, “it is necessary to work on the information” (Poyatos, Martínez, & development of a method to evaluate the Martínez, 2011). quality andcommunicative efficacy of tourism websites (FernándezCavia, et al., Promotion through websites needs to be 2010; Fernández Poyatos, Aguirregoitia complemented with the creation of profiles Martínez & Boix Martínez, 2011), since on the main social networks, to promote optimization (SEO) is interactive communication in which users currently the main metrics system for can become voluntary content generators websites. In the context of the World Wide and promoters of the tourist destinations. Web, SEO is the process of affecting the visibility of a website in search engine Websites should promote collaborative results so that it appears among the first tourism communication 2.0 through the results. Likewise, SEO can be defined as the generation of quality multimedia content set of procedures and techniques that are that can be shared and turned viral by intended to provide a website or a web tourists 2.0, and through the integration of page with maximum visibility on the digital tools that improve the experience of Internet (Codina & Marcos, 2005). planning and travelling, such as search engines for tourist services, interactive Methodology maps, audio guides, traveller applications, etc. They should also include online spaces This study will be conducted by for advice and communication and documental research like reading journals, collaborative digital platforms in which books, articles, interpreting phenomena travellers can share information, and virtual research by Internet. It is references and experiences. important to highlight that this is a qualitative method approach, wich comes Evaluation and Analysis of Websites to study things in their natural settings about models of tourism evaluation In the field of communication, it is websites found on previous studies, and at increasingly important and necessary to the end suggest a new model to following monitor and evaluate the implemented in tourism marketing. communication strategies. However, in the field of digital tourist communication there Techniques/Parameters to Evaluate are no established models or parameters to Tourism Website evaluate the communication strategies The study of parameters to evaluate a carried out through websites. website began years ago, but for this chapter appeal models related to tourism There are numerous reports from the field website. The main objective is to come up of technology that allow improving the with a presentation of authors’ studies, the construction of websites and models that relationship from them, and then a new analyse specific cases based on technical proposal to evaluate a website based on functions. There are also measurement those past studies in order to take systems that allow the evaluation of the advantage from new criteria to evaluate a return on investment (ROI) and the impact tourism website worldwide. of advertising. There is an increasing number of tools to measure the results of

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Model 1- Standardization of the parameters (Table 1) that are examined in language according to the parameters, each website with the aim of analysing its number of indicators and description quality. Each parameter is evaluated by Despite the study done, it is necessary to means of a set of indicators that can vary look on it well, and each author has their from the presence/absence of an point of view when they determine the element/feature to a qualitative scale techniques to evaluate a tourism website. assessed by an expert. The WQI assessment Cavia et al., (2014) mainly focus on the use system was built after studying the current of a very simple statistical operator: website evaluation systems (Cavia et al, weighted average and also the indicators 2014). were evaluated using different measurement scales, depending on their Table 1 presents the model presented by meaning. Cavia et al (2014). In this table, we can observe the parameters evaluated, the The Web Quality Index (WQI) for number of indicators for each parameter destination websites is an assessment and their description. system that consists of a set of twelve

Table 1: Model presented by Cavia et al (2014)

Parameters Number Description of Indicator s

1.Homepage 13 Measures the suitability and appeal of the websites homepage

2.Content amount 15 The websites content is assessed in terms of variety and and quality suitability to the tourists need

3.Information 10 Examines the manner in which the website is organised architecture and structured in order to enable users to have access to information

4.Usability and 17 Looks into user friendliness on the website and availability accessibility for use by people with sensory difficulties

5.Positioning 8 Verifies wether the website is designed to assist positioning algorithms within web search engines

6.Commercializatio 7 Looks into the options for distributing tourist products and n services through the website

7.Languages 6 Assesses the existence of several languages aside from the official languages of the destination in question

8.Brand Image 12 Examines how the destinations brand image is conveyed and managed via the websites content

9.Persuasiveness 8 looks into the websites persuasiveness capacity that is, its capability to convince visitors that the destination is worth

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10.Interactivity 9 Examines the two-way communicative relationship between the user and the website content, between the user and the destinations managers and between the user and other users

11.Social Web 13 Studies the presence of 2.0 tools on the official destination website

12.Mobile 5 Considers whether the official destination website is Communications adapted for mobile communication using smartphones or tablets

Total 123

Source: Adapted from Cavia et al (2014)

like financial sector, public institutions, and Model 2- Computers in Human Behavior commercial market, at once the users tend to misuse personal information details This study refers to Kim (2006), Fig 1, for such as credit card numbers. Interaction- the classification of online tourism Mills and Morrison (2003) also defined information sources, so he concluded that interactivity as the speed of a travel there are some elements specifically website, as felt by the user. In this study, person blogs, public websites, companies interactivity was included as a part of the websites, websites for social media. travel website interface, while Lee (2010) According to his study, it is possible to find defined interaction for blogs as a quick out that person blogs is related to travel response between the users and the experience by individual tourist on administrators. Well after their point of publishing. Public Website - means that studies, it is important to enhance that the the country of a country that assume the interaction is all about the consumers and control of marketing destination. the tourism information on website. Companies’ websites-the products or Information–trust -information quality is services are provided by tourism the ability of the system to convey the companies such as , , intended meaning of information (Chuang biodiversity, tourism products and & Yuanzhuo, 2012). Informational fit to services, etc. Websites for social media - task was utilized as information quality related to facebook, whatsapp, twitter, imo, was defined as the degree to which the skype and others, where the exchange of information offered on the website satisfies tourism information takes place about a job requirements and achieves an trip without limitations in terms of time improvement of performance (Loiacono et and space. al., 2002).

This study refers to Loiacono & Chen Lee (2005) defined trust as a customer (2002), Morrison & Mill (2003),Schaupp & perception of the level of trust mechanisms Belanger (2005), Lee (2010) for the provided by an online store, while attributes of websites , and they found Belanger, Hiller, and Smith (2002) defined that security is defined as the safety of trustworthiness as a perception of personal information during transactions confidence in the e-marketer’s reliability on a travelwebsite. In general, security as and integrity. attribute of website should be seen as three ways such as protecting information during For this study, it is realized that the transmission and subsequent storage, information-trust due to the characteristics security for online purchases/reservations, of tourism products and services, such as and privacy/confidentiality statements. intangibility, information is crucial, and Also security would be used in many áreas also tourism needs to look on satisfying the

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needs and wants of consumers. company websites, and social media Personalization - has been used in a websites, blogs, public websites and other variety of ways, including tailored attributes were proposed by appealing communication (Loiacono et al. 2002), and atention on previous studies on the website reliability and validity. According to the evaluation factor, e-commerce success author, it is possible to note that the online factor, web satisfaction, and so on. tourism information rose up into 4 types:

Personal Interaction Information blogs search Info-trust Public websites Evoluation of alternatives Internet search Availability for trip Company websites Security Decision making SNSes Personalization

Decision-making Online Tourism Attributes of websites process Information sources

Fig. 1: A conceptual model of the research (adapted from Kim, 2006)

classification according to studies Model 3-Standardization of the researched by several authors is to answer Language, Vilella (2003) the analyses of institutions of websites managed by government agencies, e- commerce, e-tourism and so on. The The table below (table 2) shows the dimensions and parameters are variable authors, parameters, and dimensions in according to the authors that is why there order to standardize the language used is not a chronological order. through the studies done. This

Table 2: Standardization of the language according to the authors, mentioned parameters and their belonging to each dimension proposed by the authors

Author/s Parameters Dimensions BARBOSA Comphrensive/Covers and Purpose Content Services Functionality Visual and Graphic Planning Usability Interface Usability Communication/Participation/Feedback Functionality Navegation Usability Present Content Metadata Content Acessibility Usability

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Perceptiveness Content Authority/Copyright Content Objectivity Content Customization/Personalization Functionality

ESCHENFELDER Comphrensive/Covers and Purpose Content Visual and Graphic Planning Usability Interface Usability Services Functionality Communication/Participation/Feedback Functionality Navegation Usability Present Content Metadata Content Acessibility Usability Perceptiveness Content Privacy Functionality Links Usability Authority/Copyright Content Objectivity Content

EVANS Comphrensive/Covers and Purpose Content Visual and Graphic Planning Usability Services Functionality Communication/Participation/Feedback Functionality Navegation Usability Present Content Acessibility Usability Perceptiveness Content Privacy Functionality Authority/Copyright Content

SMITH Comphrensive/Covers and Purpose Content Visual and Graphic Planning Usability Services Functionality Communication/Participation/Feedback Functionality Navegation Usability Interface Usability Present Content Acessibility Usability Perceptiveness Content Privacy Functionality

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Authority/Copyright Content Objectivity Content Links Usability

HUANG & CHAO Comphrensive/Covers and Purpose Content Visual and Graphic Planning Usability Interface Usability Navegation Usability Links Usability Objectivity Content

GANT Comphrensive/Covers and Purpose Content Authority/Copyright Content Communication/Participation/Feedback Functionality Navegation Usability Interface Usability Present Content Acessibility Usability Perceptiveness Content Customization/Personalization Functionality Source: Adapted from (Vilella, 2003)

Model 4 - Model of Housing Tourism evaluated. It is important to say that the Websites objective of this model proposed by Daniel Azevedo (2009) is to ensure success in According to Daniel Azevedo (2009), Fig 2 websites. represents in more detail the structure of the model combining business The production of an attitude depends on performance attributes (with blue impact, information, references and tariffs. background) with attributes commonly Everytime customers are getting ease and used in a usability and credibility fast information on Internet by websites. assessment of the website (green According to the model, a production of an background).This model interprets, attitude goes to success websites. evaluates, acts as a filter, choosing, highlighting, valuing or devaluing aspects of the target object: the website to be

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Fig. 2: Model of Housing Tourism Websites (Adapted from Azevedo, 2009)

perception of a development Model 5-ISO 9126 project. These biases include changing priorities after the start of a project or not ISO/IEC 9126 Software engineering — having any clear definitions of "success". By Product quality was an international clarifying, then agreeing on the project standard for the evaluation of software priorities and subsequently converting quality. It has been replaced by ISO/IEC abstract priorities (compliance) to 25010:2011 . The fundamental objective of measurable values (output data can be the ISO/IEC 9126 standard is to address validated against schema X with zero some of the well known human biases that intervention), ISO/IEC 9126 tries to can adversely affect the delivery and

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develop a common understanding of the project's objectives and goals (Fig 3).

Analysability Testability Changeability Stability

Maintainability

Attractiveness Operability Ressource utilisation Time behaviour

Usability Efficiency Learnability Understandability ISO 9126 Suitability Interoperability

Functionality Portability Adaptability + Compliance Replaceability Regularity Install Accuracy ability Security Co-existence

Reliability Fault tolerance Recoverability Maturity Fig. 3: Model ISO 9126 (adapted from ISO 9126)

Functionality - "A set of attributes that Portability - "A set of attributes that bear bear on the existence of a set of functions on the ability of software to be transferred and their specified properties. The from one environment to another." functions are those that satisfy stated or implied needs." Proposal of New Model These 5 models showed up, in term of Reliability - "A set of attributes that bear parameters to evaluate a website, there are on the capability of software to maintain its similarities and differences in some of level of performance under stated them. It is important to enhance that the conditions for a stated period of time." first model comprises 12 criteria, second 5 criteria and last by 15 criteria to evaluate a Usability - "A set of attributes that bear on website. the effort needed for use, and on the individual assessment of such use, by a The new model (Fig 4) comes to reinforce stated or implied set of users." the study highlighted parameters of evaluation tourism website believing on Efficiency - "A set of attributes that bear on quality and also to make sure of its the relationship between the level of efficiency and efficacy. performance of the software and the amount of resources used, under stated According to the previous models, it gives a conditions." new picture on how to conduct techniques to evaluate tourism website in tourism Maintainability - "A set of attributes that destinations presented in Fig 4. bear on the effort needed to make specified modifications."

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Tourism Website Success

Content Information

Introduction Text, history, region, activities Multilanguage

Logo Efficiency Functionality Usability

Sequence of • Resources • Customization • Download time image utilisation • Mobile • Layout Virtual visit • Time behavior communication • Photos Pages dimensions • Accuracy Animation • Frame use • Regularity Audio • Elements • Security Aesthetics • Readiness

Domain name • ALT TEXT

Map/Location • Links quality

• Typography

• Acessibility and navegation

Fig. 4: Model Proposed

dimensions, with as the main aim to Conclusions standardize the language for websites managed by government agencies, e- There are various models to evaluate a commerce, e-tourism and so on.The model tourism website.The first model is based on about evaluation housing tourism websites WQI for destination websites assessment by Azevedo (2009) showed a new picture system that consists of a set of twelve in order to guarantee the tourism website parameters. The Second model, this study success based on usability, credibility, refers to Kim (2006) for the classification impact, information, tarrifs, reservations of online tourism information sources, so and references. The last model proposed by he concluded that there are some elements ISO9126 is forward quality on websites; specifically person blogs, public websites, each quality sub-characteristic is divided companies websites, websites for social into attributes. An attribute is an entity media.The third model came with many which can be verified or measured in the authors who studied parameters, and

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software product. Attributes are not 5. Choi, S. (2007). What does the consumer defined in the standard, as they vary want from a DMO Website? A study of US between different software products.These and Canadian tourist's Perspectives. models complement each other. That is Tourism Research , 9,59-72. why a new model is proposed based on previous studies in their similarieties and 6. Chuang, L., and Yuanzhuo, W. (2012). differences. Tourism successful business Research on User Behavior Trust in nowadays depends on the new technology, Trustworthy Network. Computer Research and also is well connected, related to the and Development . consumer behaviour to plan a . To reinforce that the new model created is 7. Codina, L., and Marcos, M. C. (2005). believed to be clear, understandable, and Web positioning. Concepts and Tools. The applicable to evaluate a tourism website of professional of information , 14,84-99. a certain destination around the world. 8. Doolin, B., Burgess, L., and Cooper, J. (2002). Evaluating the use of the Web for Future Research tourism marketing: a case study from New Zealand. Tourism Management , 557-561. The new model proposed through the similarities and diferences of previous 9. Garcia, C. (2001). Evaluation of tourism study goes to be applied to a case of websites. Social Communication . tourism analysis website managed by the Government entity-Mozambique in 10. Gretzel, U. (2006). Consumer generated comparison to Portugal tourism website as content–trends and implications for example. tourism and branding. e-review tourism research , 4/3-9-11. Acknowledgments 11. Ho, C. L., and Lee, Y. L. (2007). The UNIAG, R&D unit funded by the FCT – development of an e-travel service quality Portuguese Foundation for the scale. Tourism Management , 28(6), 1434- Development of Science and Technology, 1449. Ministry of Science, Technology and Higher Education. 12. Huang, C. Y., Chou, C. J., and Lin, P. C. (2010). Involvement theory in constructing References bloggers’ intention to purchase. Tourism Management , 31(4) 513–526. 1. Azevedo, D. (2009). Proposal of Home website Evaluation model inTourism. 13. Jang, S. (2012). Investigating the routes of communication on destination websites. 2. Blain, C. (2005). Destination Branding Travel research , 51, 94-108. and Practices from Destination Management Organizations. Travel 14. Kim, J. H. (2006). The effects of tourism Research , 43,328-338. information web site factors on usefulness, web site attitude and behavior. 3. Brey, E., So, S., Kim, D., and Morrison, A. (2007). Web-based permission marketing: 15. Lamas, C. (2010). Interactive media and segmentation for the industry. its advertising. Measuring audiences. Telos Tourism Management , 28(6)1408–1416. .

4. Cavia, J. F., Rovira, C., Luque, P. D., and 16. Lee, J. W. (2010). study on the effects of Cavaller, V. (2014). Web Quality Index brand blog characteristics on the blog WQI) for official tourist destination flow. websites. Proposal for an assessment system. Tourism Management Perspectives 17. Lee, T. M. (2005). The Impact of , 9, 5–13. perceptions of interactivity on customer

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Brito José Bonjisse and Elisabete Paulo Morais (2017), Journal of Internet and e-Business Studies, DOI: 10.5171/2017.217014