Supporting decision making in quality projects for web sites: a framework for tourist destinations

Web sites play an increasingly important role for tourist destinations. This is confirmed by the number of papers in the literature that deal with the topic of quality of this type of site. The managers of a destination have need of tools that can support the process of decision making regarding the management and redesigning of the destination’s Web site. Decision making problems exist at two levels: which data to collect and how to interpret them. In this paper we present an innovative conceptual framework that responds to these two questions. In particular, a flexible approach can be adopted for data collection, depending on the aim of the evaluation, while statistical methods are suggested for data interpretation, which would allow for maximum effectiveness of any interventions on the site.