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