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Service Request SR-rm-022, Part 2 - Essay Example

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Riordan HR System Salvatore Misenti Jeff Mc Nickle 5/28/2013 Human resource Information System The management of information system in any industry does not involve the functionality of the site alone but rather includes the usability of the sites. Online booking system in hospitality industry is becoming a trend in the 21st century operations…
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Service Request SR-rm-022, Part 2
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Riordan HR System Salvatore Misenti Jeff Mc Nickle 5/28 Human resource Information System The management of information system in any industrydoes not involve the functionality of the site alone but rather includes the usability of the sites. Online booking system in hospitality industry is becoming a trend in the 21st century operations. As a result, information management should focus on the effectiveness of the process to insure consumers are not biased in their choice of type of hotel. A hotel may be offering the best services yet turn customers away because of poor interface on its site. Heuristics, which has been identified by the two studies as an ignored component in the hotel sites, is in essence the most important item that should be considered. A site that has ignored heuristics features is compared to an information cabinet system that has no physical appeal. As a result, one may shy away from seeking information from the same. The study underscores important features that should be considered. Prior research by customers on hotel websites-in one study, it was revealed that some customers browse the hotel website to gathering information. About 65% of tourist will visit the sites for getting information. As a result, the likelihood of booking for the services will depend on the type of information found. If the information is not properly accessed, chances of customers booking for a particular service are diminished. A study by Jeong and Gregoire revealed that the intent to purchase is affected by the information accessed. The study by Jeong and Gregoire revealed that more that 85% of site first visitor did not turn back for the service because of lack of specific information. Site influence-The appearance of the site is a major influence on booking. The findings from study one is as shown below. Figure 1 From the cited features, researchers considered features that are ignored and things that are normally emphasized by information and marketing departments. For instance, brand loyalty, rating of the site, and links for making purchases are normally emphasized on most websites. The management would wish their customers to identify them very quickly and make some bookings for their services yet that is not always in the mind of the customers. The customer is appealed by pictures on the site, ease of use, color and neatness of the site. Other features, which are mostly emphasized by the management, come last on the rating of the customer (Satzinger, Jackson & Burd, 2008). Site appeal-Site appeal is the mood created by the site on the consumer such that a customer is attracted to buy or visit the site again. As seen from above features that appeals to the customer influences the mood of the customer. The findings of study one revealed that customers were appealed by the site it has the features defined in the table below. It should be noted that picture, ease of use, and color are the topmost appeal to the customer. At the same time, link, brand loyalty and customer rating are the least. As a result, a customer can be turned off by the presence of these features when they are emphasized. Decision of the customer to book-The decision of a customer to book the service is influenced by the overall valuation of the site in terms of its heuristics features found on the website. The second study identified some features that the website ought to have in order to attract customer to book the services of the hotel. Some of these features are similar to those in study one.1 However, study one does not define the extent to which the site will influence the customer to buy and how it will influence the customer to buy. In essence, the study ought to define the usability of the site. This means that the right information could be on the site that is functioning properly yet the customers as anticipated are not using the site (Hass, Wessels & Kevin, 2008). In essence, the system should contain the factors shown in the diagram below: Figure 2: (Virginia 2011, 142) From the diagram, functionality and usability is the main important factors that should be considered by information management department for the customers to book the services of the hotel. As revealed in introduction, functionality is the most appraised factor by the information technology department. As a result, it is not considered in this case. Usability, which is heuristics, determines the decision of the customer to book. Usability index- some important indices to be considered important features that ought to be considered by stakeholders in the hotel industry to make their sites useful. The study by Souza, Manning, Goldman, and Tong revealed that over 65% of customers chose to leave the site because of poor usability features. Study 2 set out to identify these features. These features have five dimensions (Apollo Group, Inc., 2013). First dimension: language. Consumers rate highly some language features on the site and are likely to make them leave or book services on the site. The ratings are shown below. The information management department should ensure that the information on the site has headlines that makes sense and fits the context of the customer. Spelling and grammatical errors reflects some errors in the business and therefore shuts the customer out automatically. In addition, Internet jargon should be avoided as they do not make sense to some people. However, majority do not mind the jargon and therefore it has low rating. Second dimension: layout and graphics. The layout of the site also influences the decision of the customer. Customer rates the layout of information on the site based on some features shown below: From the features shown, it means that employees pay attention to features such as flamboyant texts, legible texts and visual images. However, features like the length of the page and graphical bullets are rated low. Third dimension: information architecture. The information arrangement is rated highly by the customer. It can be seen that consumers visit the site for research before making the decision to book the service. If the information found is outdated, they reject the site. In addition, if there are navigation features that are confusing, a customer is likely to leave the site. Fourth dimension: User interface. Customers also rate the effectiveness of the site based on the appearance of the interface. In the process of exploring the research, customers may encounter links that do not work or lack of general navigation support. In such cases, the customer leaves the site. References Apollo Group, Inc. (2013). Fundamentals of Business Systems Development. Retrieved from BSA375 course website Hass, K., Wessels, D. & Kevin, B. (2008). Getting it Right: Business Requirements Analysis Tools and Techniques,Vienna VA: Management Concepts Inc. Satzinger, J, Jackson, B. & Burd, S. (2008), Systems analysis and design in a changing world, Boston MA: Cengage Learning EMEA Inc. Read More
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