Impact of Web Accessibility for Customers with Disabilities on their Loyalty In Egyptian Hotels

Document Type : Original Article


1 hotels management department, faculty of tourism and hotels, Minia university

2 Hotel Management Department, Faculty of Tourism and Hotels, Minia University,Minia, Egypt

3 Hotel Management Dep., Faculty of Tourism & Hotels, Minia University, Minia, Egypt


Customers with disabilities (CWD) have formed a significant and growing segment of the market. Providing accessible services resulted in several competitive advantages, as well as increased customer satisfaction and loyalty. This research aimed to explore the impact of hotel Web accessibility for customers with disabilities on their loyalty. Using a quantitative approach in this research, a web-based questionnaire was conducted for a sample consisting of 106 participants from customers with disabilities in four and five-star Egyptian hotels located in the Red Sea province (Hurghada, Marsa Alam, and in the Safaga) and South Sinai province (Sharm El Sheikh). SPSS V. 22 was used to analyze data. Descriptive statistics, a one-sample T-test, and linear regression coefficients were used to analyze the research data. According to the research, Egyptian hotels do not have web accessibility. Perceivability (β= 0.983, Sig. = 0.000), operability (β= 0.960, Sig. = 0.000), understandability (β= 0.757, Sig. = 0.000), and robustability (β= 0.896, Sig. = 0.000) in web accessibility assessment criteria on the web have a significant impact on the loyalty of customers with disabilities. According to the findings of the study. In Egyptian hotels, valuable recommendations were presented to improve web accessibility and customers with disabilities' loyalty.


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