Hotel BookingIntentions: ALiterature Review

Abstract

This study aims to review tourism and hospitality management research on online satisfaction, offline satisfaction and booking intentions published in numerous recognised tourism and hospitality journals from 2000 to 2023. This article studied and reviewed 62 published articles that emerged in the past 22 years in selected top 10 tourism, leisure and hospitality journals. Various variables influencing customer satisfaction, that is, online satisfaction and offline satisfaction leading to the intention to book a hotel online, were identified based on the previous studies. A conceptual model is proposed, which can be empirically tested while conducting future studies in the tourism and hospitality sector, specifically with respect to hotel booking intention. This study offers a conceptual framework for the antecedents used to measure online and offline satisfaction while booking a hotel online. The study ascertained information quality, system quality and service quality as independent variables to measure online satisfaction and perceived values like perceived functional value, emotional value, social value, and monetary value as independent variables to measure offline satisfaction. This study provides a detailed literature review on hotel booking intention and variables that influence overall satisfaction, that is, online and offline satisfaction published in specific hospitality and tourism journals over the past 22 years.