Impacts of internet & e-commerce on travelers' behaviors : implications for hotel management in China

The Internet is becoming an important tool for hotel businesses in China. It is used by hotel customers for hotel information, booking and purchase of hotel products and services. A questionnaire survey, conducted in 2004, of 300 hotel customers (150 Chinese and 150 overseas customers) in China indicates that approximately 70% of hotel customers use the Internet for searching hotel information. About 40% of mainland Chinese hotel customers and 50% of overseas hotel customers use the Internet for purchasing hotel products and services. Findings also indicate that there were virtually no significant differences between mainland Chinese travellers and overseas travellers in terms of Internet usage patterns. Implications of the findings are discussed.School of Hotel and Tourism Managemen