Tourismos: an International Multidisciplinary Journal of Tourism

The present paper presents qualitative empirical evidence that addresses why internet usage/adoption is low and how it can be improved in small and mediumsized hotels in Malaysia. It explores the key barriers to and influencing factors of internet adoption in a sample of 25 Malaysian small and medium-sized hotels based on a theoretical framework of the organisational innovation and resourcebased view theories. Key barriers to internet usage include owner/operator characteristics, cost and investment, firm size and internet access. Operator/user’s assessment of perceived resource readiness, perceived potential utility and perceived performance seem to be the key influencing factors. The proposed holistic internet adoption framework also serves as a novel tool and a useful guide for individuals and ICT policymakers for improving and implementing e-commerce/internet. This paper adds to the internet adoption and decision literature and advances the theoretical and practical understanding of internet usage in small and medium-sized hotels, but requires further validation in other countries.