| dc.description.abstract | The proliferation of smartphone ownership and mobile travel bookings has persuaded hoteliers to
develop mobile strategies and develop applications (apps). To investigate the customer perception of
these apps, a two-stage methodology was applied that identifies the available features and functions on
20 hotel chain apps. Next, the importance and performance of these 51 identified features and functions
are then rated and analysed using the Importance Performance Analysis (IPA) framework. Most of the
features and functions under “Reservation Information” and “Hotel Information” are commonly available,
and are rated high in importance and performance, which is located in Quadrant two, “Keep up the good
work”. “At Hotel Functions” are not commonly available, but rated important by customers, thus placed
in Quadrant one, “Concentrate here”. Thus, IPA highlights specific, exclusive opportunities for hotels to
engage via apps with customers during their stay. | vi |
