The Effect of Web 2.0 Usage in E-Service Quality in Hospitality

This chapter explores the usage of Web 2.0 technologies in determining the level of quality of Websites in the Croatian hotel industry. Namely, in order to determine the level of quality, it is necessary to identify the characteristics of Websites qualitatively and quantitatively. From the data obtained, it is possible to determine the degree of information compliance with the wishes and needs of potential clients. As the basis of primary research, the authors use the original model evaluation on a selected sample of hotels in Croatia.