Document Type

Journal Article


Destination marketing organizations invest considerable amounts of money in the development of Web sites as part of their overall promotion efforts. With increasing pressure on their budgets, it becomes ever more important for these organizations to assess the effectiveness of their Web sites,evaluate the return on their investments, and derive feedback on necessary improvements. Web site evaluation measures have been proposed in many ways and various contexts over the past decade. The study presented in this article used a qualitative meta-analysis methodology to synthesize the diverse findings. A unified framework of commonly used Web site success factors emerged from the analysis and included a total of nine factors: (1) information quality; (2) ease of use; (3) responsiveness; (4) security/privacy;(5) visual appearance; (6) trust; (7) interactivity; (8)personalization; and (9) fulfillment. Additional factors to further inform Web evaluation efforts were identified based on Werthner and Kleins dimensions of Web communication. The article concludes with a discussion of implications for future research.