Hotel Booking Research Articles

Assessing the effects of user-generated photos on hotel guests’ price, service quality, overall image perceptions and booking intention

评估用户生成的照片对酒店客人价格、服务质量、整体形象感知和预订意愿的影响研究目的本研究旨在探索用户生成的照片 (UGP) 和评论效价 (RV) 对酒店客人感知服务质量、感知价格、感知整体形象和预订意图的影响。研究设计/方法/途径本研究采用受试者间因子设计进行了一项在线实验, 其中受访者被随机分配到 2（UGP：提供与未提供）× 3（RV：阳性 vs. 中性 vs. 阴性）中的六个条件之一。该研究的数据是从过去 12 个月内使用在线酒店评论网站至少预订一次酒店的旅行者那里收集的。使用独立样本 t 检验和方差分析 (ANOVA) 来分析研究数据。研究结果结果表明, UGP 和 RV 显着影响酒店客人的服务质量、价格、整体形象认知和预订意愿。 UGP 和 RV 的交互作用表明, 与 UGP 的中性和负面在线酒店评论相比, 带有 UGP 的正面在线酒店评论对酒店客人的服务质量、价格、整体形象感知和预订意愿的影响更大。研究实践意义了解UGPs和RV对客人价格、服 务质量、整体形象感知和预订意愿的影响, 可以帮助酒店管理者和社交媒体网站设计师更好地宣传酒店, 提供高效的在线酒店预订环境。研究原创性/价值本研究建立了UGP和RV与酒店客人感知价格、感知服务质量、感知整体形象和预订意愿之间的关系, 这些是在线酒店营销的关键因素。

Relationship of Customer Engagement, Perceived Quality and Brand Image on Purchase Intention of Premium Hotel’s Room

Brand image is a key factor for online hotel industry since the hotel offers experience and service that has intangible features, some tangible cues are more essential in shaping the brand image, which may generate travellers’ purchase intention. The traditional hotel industry is facing very serious problems. Because there are many new types of accommodation emerged based on the internet, such as homestay. Due to the change, it is necessary to understand the key factors that influence travellers’ online purchase intention in hotel booking sector. This study summarized the development of the brand image, customer engagement, and perceived quality of online purchase intention in the existing literature. This research aims to develop a theoretical model to examine the direct effect of the variables in the online hotel booking area, which helps the further investigation of online hotel brand image, customer engagement, perceived quality and travellers’ online purchase intention. Additionally, this paper generates and discusses contributing to the research. A respectable sample of 81 was collected through a survey and the data were further analysed using Smart-PLS. It proposed that brand image, perceived quality and customer engagement has a positive influence on online purchase intention. This study assisted hotels to build a strong online brand image that results in the travellers’ online purchase intention.

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

PurposeThe study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent behavioral intentions (i.e. altruistic behavior and trusting intentions). It also unveils the role of hotel attributes performance as a moderator between hotel booking attributes and consumers’ untrust.Design/methodology/approachData were collected through an online platform by engaging 454 Chinese respondents. SPSS 25.0 and AMOS 24.0 (structural equation modeling) were used for data analysis and interpretation.FindingsResults demonstrate that hotel booking attributes positively substantiate consumers’ untrust which, in turn, develops altruistic behavior and negative trusting intentions. Moreover, hotel attribute experience significantly moderates the relationships between perceived privacy, perceived certification and consumers’ untrust. Notably, hotel attribute performance insignificantly influences the association between perceived assurance and untrust.Research limitations/implicationsThis study used the Chinese context and examined Chinese domestic travelers and the nonbranded hotel industry. Notwithstanding its limitations, the findings help hospitality and tourism firms, en bloc, to manage their review websites by explicitly disclosing policies regarding customers’ privacy and assurance, winning their trust through third-party certification and employing data scientists to develop algorithms to sieve fake information proactively.Originality/valueThis study develops an original conceptual framework by using the untrust model in this research. Our findings add to the research on consumer behavior, information processing, service management and trust and suggest practical implications for hospitality firms.

Impacts of COVID-19 on the post-pandemic behaviour: The role of mortality threats and religiosity

This study explores the influence of intra-pandemic perceptions on travellers' post-pandemic hotel booking behaviour among crisis-resistant travellers and crisis-sensitive groups. It also examines the moderating role of mortality threats and religiosity on these behaviours. We collected quantitative data utilising survey method via questionnaires to address various levels of the research. We used PLS-SEM to evaluate our proposed model. We collected data from 1580 who had booked hotels in Egypt. Our study indicated that intra-pandemic perception has a stronger effect on travellers’ post-pandemic hotel booking behaviours if the travellers are less religious and feel deeply threatened by the idea of their own level of mortality. Moreover, it revealed that intra-pandemic perceptions had a stronger association with post-pandemic planned behaviour for travellers who chose to cancel their hotel booking plans. Our study also indicated that emergency public information plays a critical role in influencing post-pandemic planned behaviour. Our study offers effective strategies to aid hospitality and tourism practitioners when risky and threating situations such as COVID-19 arise, specifically in the period of response and recovery.

PERAN CITRA MEREK MEMEDIASI PENGARUH SOCIAL MEDIA MARKETING TERHADAP BOOKING INTENTION PADA CHAIN HOTEL DI BALI

The economy in Bali relies on tourism sector, but due to the Covid-19 outbreak, regional income in Bali decreased in 2020. The tourism accommodation sector is one sort of business involved in the affected tourism industry. Bali has a large number of hotels, particularly chain hotels such as Aston, Ibis, Harris, Fave, and Horizon Hotels. When compared to local hotels, the hotel chain has the strength of a strong brand because it is more well-known. However, hotel chains in Bali were also affected by the Covid-19 outbreak, as seen by the decreased occupancy rate. As a result, the researcher investigated the role of brand image in mediating the effect of social media marketing on chain hotel booking intentions in Bali. Data was gathered by having 70 domestic tourists fill out google form questionnaire. Purposive sampling was utilized as the sample technique. SMART-PLS 3.0 was used to analyze the data. The findings of this study show that social media marketing has a positive and significant effect on brand image, that social media marketing has a positive and significant effect on booking intention, that social media marketing has a positive and significant effect on booking intention, and that the brand image variable can mediate the influence of social media marketing on booking intention.

Technical Note—The Multinomial Logit Model with Sequential Offerings: Algorithmic Frameworks for Product Recommendation Displays

In the paper “The Multinomial Logit Model with Sequential Offerings: Algorithmic Frameworks for Product Recommendation Displays,” we consider a sequential assortment problem that has applications ranging from appointment scheduling in hospitals, restaurants, and fitness centers to product recommendation in e-commerce settings. Our main contribution comes in the form of a strongly polynomial-time approximation scheme for the most general form of the problem. We also conduct an extensive case study in which we fit our sequential model to historical search data from Expedia’s hotel booking platform. We observe substantial gains in fitting accuracy when our model is benchmarked against other well-known choice models designed for the setting at hand.

PERANCANGAN SISTEM INFORMASI PEMESANAN TIKET PESAWAT DOMESTIK BERBASIS WEB PADA CV JENIKA GROUP DEPOK

Based on the Tiket.com survey in the third quarter of 2020, there was a three-fold increase in transactions that occurred in hotel booking services and flight bookings. This increase is considered very fast in the midst of the Covid-19 pandemic due to the encouragement of people to take vacations in the midst of the pandemic. To be able to compensate for the increase that occurred, tour and travel companies are required to be able to optimize services by computerizing the flight ticket booking system. Therefore, the author intends to create a website for booking domestic airline tickets for CV JENIKA GROUP Depok. The author uses a method that has proven its effectiveness in designing an information system, namely the Waterfall method. Based on the results of the study, it can be concluded that the design of this web-based domestic flight ticket booking program can provide convenience and comfort for admins and customers of CV JENIKA GROUP and can further expand marketing reach.

Mobile App Adoption and Its Differential Impact on Consumer Shopping Behavior

The mobile application (app) market is one of the fastest growing markets in recent years. In this study, we investigate how app adoption changes customers’ hotel booking behaviors using a dataset of around 16,000 randomly selected customers’ hotel booking and stay information from one of the largest hotel chains in China. Our analyses find that customer purchase frequency and total sales increased after app adoption. Additional investigation shows that customers’ search behaviors also evolved post‐adoption. Specifically, customers tended to book rooms earlier and select options with less discount, which indicates that app users reduced their search intensity after app adoption. We further investigate the differential impact of mobile app adoption on sales, taking into account consumer heterogeneity in price sensitivity and purchase frequency. We find that both price‐sensitive and ‐insensitive customers increased the number of bookings, and they tended to book earlier post‐adoption. Furthermore, price‐sensitive customers on average booked more expensive rooms with less discount after app adoption, suggesting that these customers likely decreased their search effort. In terms of hotel stay frequency, app adoption increased low‐frequency customers’ purchase frequency but did not have any significant effect on high‐frequency customers. These analyses provide a more nuanced view of how mobile apps change consumer search and purchase behaviors. Our findings have important managerial implications. With a better understanding of customer behaviors, firms can provide incentives to customers who are more likely to be affected by mobile app adoption.

The saturation effect in hotel managerial response

Hotel booking platforms widely adopt managerial response. The literature supports its positive effect on product/service evaluations, but the question of a potential saturation effect and its implications are yet to be analyzed. The present study fills this gap by empirically analyzing 4,888 hotels and over two million hotel reviews and finds that 1) managerial response enhances future ratings of hotels with low rating with a diminishing marginal utility, 2) the effect of managerial response on reducing rating fluctuation mainly works for hotels with high variance, and 3) the effectiveness of managerial response in enhancing the rating valence and reducing the rating variance of a hotel weakens when dealing with experienced consumers. These findings provide direct implications for hotel booking platforms and hotel managers.

Regulatory framing in online hotel reviews: The moderating roles of temporal distance and temporal orientation

Online reviews have gained momentum and continue to be the most influential source of information in consumers' hotel booking decisions in the tourism industry. Drawing on regulatory focus theory, construal level theory, and consideration of future consequences (CFC), this study contributes to the topic by claiming that consumers evaluate hotel reviews differently based upon their regulatory focus (i.e., promotion vs. prevention) and that this evaluation can vary according to contextual (i.e., temporal distance in booking time) and personal factors (i.e., temporal orientation). We found that temporal distance moderated the effect of regulatory-focused reviews on review attitudes when a booking was temporally distant; however, no moderating effect was found when a booking was about to be made. In addition, reviews' perceived relevance fully mediated regulatory-focused reviews' effect on review attitudes for the distant-future condition, but not the near-future condition. Finally, it was revealed that future-oriented consumers showed more positive attitudes when they read promotion-focused reviews (vs. prevention-focused reviews), but no significant differences were found among present-oriented consumers. This study's findings can help travel practitioners better understand consumers' hotel review evaluations and improve their marketing strategies.

Offline Context Affects Online Reviews: The Effect of Post-Consumption Weather

Abstract This empirical study investigates whether unpleasant weather—a prominent aspect of a consumer’s offline environment—influences online review provision and content. It uses a unique dataset that combines 12 years of data on hotel bookings and reviews, with weather condition information at a consumer’s home and hotel address. The results show that bad weather increases review provision and reduces rating scores for past consumption experiences. Moreover, 6.5% more reviews are written on rainy days and that these reviews are 0.1 points lower, accounting for 59% of the difference in average rating scores between four- and five-star hotels in our data. These results are consistent with a scenario in which bad weather (i) induces negative consumer mood, lowering rating scores, and (ii) makes consumers less time-constrained, which increases review provision. Additional analyses with various automated sentiment measures for almost 300,000 review texts support this scenario: reviews on rainy days show a significant reduction in reviewer positivity and happiness, yet are longer and more detailed. This study demonstrates that offline context influences online reviews, and discusses how platforms and businesses should include contextual information in their review management approaches.

Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

Motivasi wisatawan nusantara dan wisatawan mancanegara dalam melakukan online reservasi melalui online travel agent di padma resort legian

online travel agent globally is popular as sources of information search for hotel business choices when planning trips. 65% of leisure tourists and 67% of business travelers search for information via the internet. The internet provides many opportunities to make promotional channels with the presence of OTA websites, hotel websites, and mobile applications. The existence of online sites can motivate domestic and foreign tourists to make online reservations at Padma Resort Legian making it easy to book hotel rooms, get information, and be flexible. The purpose of this study is to determine the factors that encourage tourists to make online reservations at Padma Resort Legian and the dominant factors that motivate tourists to make online reservations at Padma Resort Legian. The technique of determining the number of samples using quota sampling distributed 100 respondents, sampling using judgment sampling techniques. Collection techniques consist of: observation, questionnaire, interview, literature study, and documentation. Qualitative and quantitative descriptive data analysis techniques consisting of: descriptive statistics in the form of Likert scale, statistical inference using factor analysis techniques. Testing the validity test instruments and reliability testing. The results showed there were 5 motivational factors with a total value of variance of 63,426% which encouraged tourists to make online reservations at Padma Resort Legian including: (1) product; (2) superior service; (3) situational & economic; (4) pragmatic; (5) social. The dominant factor in making online reservations at Padma Resort Legian is the product motivation factor with a total value of variance of 34,817%. This factor consists of: getting points, special needs, product availability, product quality, and product variations.

Pengaruh Online Consumer Review terhadap Minat Beli melalui Virtual Hotel Operator

Budget hotel is predicted to be one of the largest market shares in South Asian Market’s hospitality sector, which leads to the birth of Virtual Hotel Operators (VHO), an online platform which specifically offers for budget hotels accommodation. As VHO becomes one of the platforms to be used to book budget hotels online, people are often finding previous comments consumer to consult. Therefore, this research aims to see the influence of Online Consumer Review Dimension towards Purchase Intention via one of VHOs in Indonesia. This research uses descriptive quantitative approach, the data is collected through questionnaire from google form, there were 107 respondents’ chosen using judgmental sampling. The hypothesis testing is done using multiple regressions, using Valence, Volume and Timeliness of Online Consumer Review as independent variable and Hotel Booking Intention as dependent variable. The result shows that Valence, Volume and Timeliness of Online Consumer Review simultaneously influence Hotel Booking Intention through VHO. Meanwhile, only Timeliness influences Hotel Booking Intention through VHO partially. To sum up, the Online Consumer Review is still used as reference before booking hotel online through VHO. Particularly, the Timeliness is quite important, since it could give the timely description about the hotels.

What Determines Tourist Adoption of Hotel Websites for Online Hotel Bookings?

The online purchase through web channels regarding travel related product services have really taken an unprecedented growth. The objectives of the study is to determine how information quality available on the websites of the hotels influence the intentions of customers of online bookings. Furthermore, the study also seeks to analyze how etrust as mediator influence the customer online booking intention.A simple random sampling technique used to collect the data with help of a questionnaire as the data collection tool to survey the customers in Delhi. The total valid sample size was 400. The framework and hypotheses were tested using PLS-SEM empirically. The paper found significant and positive relation between information quality and online hotel booking intentions of users whereas the relation between source credibility and online hotel booking intentions found insignificant. In addition, etrust partially mediate between information quality and online booking intentions through hotel website and no mediation between source credibility and online hotel booking intentions.

Implementation of E-Business Strategy to Increase Competitive Advantage (Case Study At PT. Airasia Indonesia)

E-business is the use of the Internet and other networks and information technology to facilitate the process of electronic commerce, business cooperation and communication, and business activities on the web. In other words, E-business has a wider scope than e-commerce AirAsia is one of the airlines that uses e-business implementation in its core business functions. Through http://www.airasia.com customers only need to visit the website from AirAsia.com to book airline tickets, even to book hotels and various attractive packages offered by AirAsia.com. E-business implemented by AirAsia is included in the B2C (Business-to-Consumer) application, which aims for consumers to directly contact the company without going through intermediaries. The focus of the problem in this research is how to implement e-business at PT AirAsia Indonesia, and what future steps/developments are proposed by the AirAsia company so that the e-business function can continue to grow and make the AirAsia company more competitive. This study aims to determine the e-business implemented by PT AirAsia Indonesia and alternative e-business development to increase competitive advantage. The method used to write this article is library research. To increase the competitive advantage AirAsia uses a CRM system that is useful for knowing the needs and behavior of changes by consumers.

Profiling early adopters of blockchain-based hotel booking applications: demographic, psychographic, and service-related factors

Profiling early adopters of blockchain-based hotel booking applications: demographic, psychographic, and service-related factors

Can the amount of information and information presentation reduce choice overload? An empirical study of online hotel booking

ABSTRACT During online hotel booking, travelers are exposed to numerous hotel options, possibly making them feel overwhelmed with choices. Based on an online hotel booking scenario, two 2 × 2 factorial design experiments (Study one: 2 choice sizes × 2 amount of information; Study two: 2 choice sizes × 2 presentation of information), each with a sample of 242 participants, have been conducted to test the effect of choice size on perceived overload. The results find the choice overload effects and the associated internal mechanism, as well as the moderating effects of amount of information and presentation of information.

TRAVELLERS’ EXPECTATIONS WHEN BOOKING HOTELS THROUGH ONLINE TRAVEL AGENTS

Travellers constantly require personalized travel arrangements. They look for specific arrangements depending on whether the trip is for leisure or business. However, some travellers prefer multiple events in their travel schedules, including visiting prime locations or historical places. Hence, online travel agents (OTAs) are the most convenient alternative platforms to meet the specific needs of travellers. This study utilizes survey method to examine factors influencing travellers when booking hotels through OTAs. This study collected 398 questionnaires at Penang International Airport, Malaysia. Results indicate five factors, i.e. room facilities and amenities, customer recognition through star rating, price factor, promotion factor, and other hotel facilities, that significantly influence travellers’ expectations in booking hotels through OTAs.

Exploring the Link between Net Promoter Score, E-Wom and Hotel Booking Behaviour

Exploring the Link between Net Promoter Score, E-Wom and Hotel Booking Behaviour