BUS301 Business Capstone: Web Evaluation of SMHs in Malaysia

This study evaluates the websites of Small and Medium-Sized Hotels (SMHs) in Malaysia to assess their information management and e-commerce adoption. It develops evaluation criteria to identify the current e-commerce stages within these SMHs. The evaluation focuses on aspects like e-marketing, usability, e-customer relationship management, and online reservation systems. The report suggests that a significant percentage of SMHs could benefit from interactive maps and simple directories on their websites and recommends outsourcing booking engines for cost-effective hotel reservation systems. The research is limited by its focus on website evaluation and data analysis, suggesting future studies could involve in-depth interviews with hotel managers and case studies to further understand e-commerce adoption among SMHs in Malaysia.

Business Capstone
Project

TABLE OF CONTENTS
 Background
 Issues and Problems that being analyz
ed
 Detailed Analysis of the identified issue
s
 Recommend solution and suggestions
 Limitation and Future study
 Reference List

Background
 “the aim of this research is to evaluate the level under the e-
commerce adoption within the SMHs in Malaysia”
 “the IS-approach has studied to adopt the technical factors in
such a way so as to ease of its use along with the security and
the privacy”
 “In each of the IS study, it consists with the ease of use factors
with the most frequently for the criteria which will depend on the
navigation, searching mechanism, user-friendliness, loading
speed, ease of access, web linkage etc. (Lam, Cho, & Qu, 2017)”

 “It is necessary to evaluate the website by adopting the e-MICA
stages for the promotion, grouped, processing and also the
provision of the seven dimensions rather than the interactivity,
online processing”
 “There are independent hotels which may have the different level
of the e-commerce adoption along with the comparison as well
as the generalization which is so much subjective in nature (Law
& Jogaratnam, 2015)”.

ISSUES AND PROBLEMS THAT
BEING ANALYZED
 “it is necessary to develop the evaluation framework for the Chain Hotel
website in Malaysia and that will combine with the dimensions like
information attributes, payment, website design attributes, and quality
of the content, website operating attributes, navigation along with the
search facilities (Shergill & Chen, 2016)”
 “As per (Law & Cheung, 2016) he study of the context analysis along
with the evaluation approach for the limited-service as have lodged the
properties. Thus the seven evaluation criteria can be highlighted in the
study as it includes the content, timeliness of information, impression,
accuracy, navigation as well as the accessibility. Thus the weakness of
the study has to identify their effectiveness for the hotel website within
the 25 top limited lodging of the chain hotel”


“There are many people who are found to be devoted
within the tourism as well as they prefer the taste
within the local food for their same time, then they
found to stay at the hotel which becomes the favorite
tourist lodge. In that scenario, the construction of the
hotel information is considered as the imminent
(Shuai & Wu, 2016)”.

DETAILED ANALYSIS OF THE
IDENTIFIED ISSUES the proposed stage model for the e-commerce
adoption within the SMHs is depending on the six
levels of the E-commerce Evolution Stages Model
(Chiew & Salim, 2013)

 for the development of this kind of website,
there are some evaluation criteria those are
required to meet. Thus the development of the
small and the medium-sized hotel's websites
in Malaysia as it will develop the four websites
for the evaluation categories-
 E-marketing
 Usability
 E-Customer Relationship Management
 Online Reservation

RECOMMEND SOLUTION AND
SUGGESTIONS
 A total of the 59.5 percent for the small as well as the medium sized
hotels can be provided for the interactive map along with the simple
directory for the hotel website.
 The SMHs and other independent hotels can be utilized for the
outsourcing of the booking engines for the hotel reservation system as it
will cost much cheaper as compared to the development of the hotel
reservation system.

LIMITATION AND FUTURE STUDY
 Thus the research is limited in order to have the website evaluation
along with the analysis of the data.
 the researchers can justify the level of e-commerce for the adoption
among the SMHs in Malaysia
 the evaluation of the hotel websites has found to form the perspective
of the customers. In that case, the marketers can know the importance
of those websites as it will depend on the evaluation from the
customers.
 “The researchers are needed to plan in future for conducting the in-depth
interviews with those hotel managers and thereby, the observations, as
well as the case studies, can be identified with the adoption of the e-
commerce among SMHs in Malaysia (Brown & Kaewkitipong, 2015)”.

Reference
 Lam, T., Cho, V., & Qu, H. (2017). A study of hotel employee behavioral intentions towards
adoption of information technology. International Journal of Hospitality Management, 49-67.
 Law, R., & Jogaratnam, G. (2015). A study of hotel information technology applications. .
International Journal of Contemporary Hospitality Management,, 170-180.
 Law, R., & Jogaratnam, G. (2015). A study of hotel information technology applications. .
International Journal of Contemporary Hospitality Management,, 170-180.
 Shergill, G. S., & Chen, Z. (2016). Web-based shopping: consumers' attitudes towards online
shopping in NewZealand. Journal ofElectronicCommerceResearch, 79-95.
 Shuai, J.-J., & Wu, W.-W. (2016). Evaluating the influence of E-marketing on hotel performance
byDEAand grey entropy. Expert systemswith applications,, 8763-8769.
 Chiew, T. K., & Salim, S. S. (2013). Webuse:Website usability evaluation tool. Malaysian Journal
ofComputer Science, 47-57.
 Brown, D. H., & Kaewkitipong, L. (2015). Relative size and complexity: e-business use in small and
medium sized tourism enterprises in Thailand. Journal of Enterprise Information Management,
212-231.

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