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This research presents the development of a critical success factor matrixfor increasing positive user experience of hotel websites based upon userratings. Firstly, a number of critical success factors for web usability havebeen identified through the initial literature review. Secondly, hotel websiteswere surveyed in terms of critical success factors identified through theliterature review. Thirdly, Herzberg's motivation theory has been applied tothe user rating and the critical success factors were categorized into twoareas. Finally, the critical success factor matrix has been developed using thetwo main sets of data.

Critical Success Factors for Positive User Experience in Hotel Websites: Applying Herzberg's Two Factor Theory for User Experience Modeling