Hotel Booking Research Articles

Shifting consumers’ sustainable behavior in the hospitality industry

Although research on hotel booking intention has been carried out in the last decade, the research that reveals the role of hotel reservation information through online consumer reviews in the millennial generation is still very rare. This study aims to determine the factors of online consumer reviews that affect hotel booking intentions for the millennial generation in Bali, Indonesia. This study uses a quantitative approach by distributing questionnaires to 385 respondents through a non-probability sampling technique, namely purposive sampling. The data analysis technique of this research is a multiple linear regression analysis processed using the SPSS 25.0 program. The results reveal that usefulness, timeline, and comprehensiveness have a significant effect on hotel booking intentions. Meanwhile, the volume of online reviews, the positive valence of online reviews, and the negative valence of online reviews are not significant for hotel booking intentions. The research findings reveal the characteristics of the millennial generation which are in line with the theory of reason action that they have their views in making decisions. The research implications are discussed in the paper.

The decision tree for longer-stay hotel guest: the relationship between hotel booking determinants and geographical distance

Purpose Using the decision tree model, this study aims to understand the online travelers booking behaviors on Expedia.com, by examining influential determinants of online hotel booking, especially for longer-stay travelers. The geographical distance is also considered in understanding the booking behaviors trisecting travel destinations (i.e. Americas, Europe and Asia). Design/methodology/approach The data were obtained from American Statistical Association DataFest and Expedia.com. Based on the US travelers who made hotel reservation on the website, the study used a machine learning algorithm, decision tree, to analyze the influential determinants on hotel booking considering the geographical distance between origin and destination. Findings The results of the findings demonstrate that the choice of package product is the prioritized determinant for longer-stay hotel guests. Several similarities and differences were found from the significant determinants of the decision tree, in accordance with the geographic distance among the Americas, Europe and Asia. Research limitations/implications This paper presents the extension to an existing machine learning environment, and especially to the decision tree model. The findings are anticipated to expand the understanding of online hotel booking and apprehend the influential determinants toward consumers’ decision-making process regarding the relationship between geographical distance and traveler’s hotel staying duration. Originality/value This research brings a meaningful understanding of the hospitality and tourism industry, especially to the realm of machine learning adapted to an online booking website. It provides a unique approach to comprehend and forecast consumer behavior with data mining.

E-Service Quality dan Repurchase Intention pada Travel Agent Online di Wilayah DKI Jakarta

This research aims to identify the impact of e-service quality on repurchase intention of on-line travel agencies, especially in DKI Jakarta. On-line travel agency is a travel website (e-commerce) providing various services related to tourism, such as: on-line transportation and hotel bookings and entertainment. On-line travel agency also serves as an alternative option in addition to the conventional ones. This research employed quantitative approach. The data was gathered by distributing on-line questionnaire to 96 online travel agencies users as the samples. The data was then analyzed by using simple linear regression through SPSS 23. The result shows that e-service quality is in good category while repurchase intention is in very good category. The correlational value between e-service quality and repurchase intention is in the strong category and the percentage that shows e-service quality affects significantly positive to repurchase intention of 62,1% while 37,9% as the other variables not examined in this research.

Exploring the Environmental Practices in Hospitality through Booking Websites and Online Tourist Reviews

The major impact of hotel industry on the environment has become a serious concern for both hoteliers and tourists, with many studies showing that tourists are having more and more expectations from hoteliers to implement environmental practices. Considering the fact that most hotel bookings are now made online through booking websites, it is important for these to show and manifest the same preoccupation with the environment, by promoting environmentally friendly initiatives. The aim of the present study is to emphasize the crossroads between sustainability and digitalization, and to increase the role of digital technologies in encouraging a sustainable development of all tourism sectors, including hospitality. The study provides information and identifies important elements to assess the environmental practices of booking websites. In order to identify the position that booking websites and platforms take towards the environmental practices, the filter section of four booking platforms is analyzed. The present study aims not only to analyze the current position of booking platforms towards the environment, but also to identify methods that improve the way they highlight their implemented environmental practices, based on tourist’ reviews. In order to identify the customers’ opinion regarding these types of practices, a total of 31,800 tourist reviews posted on Booking.com were analyzed. The results have indicated that the level of awareness related to the need of protecting the environment, in the case of both hoteliers and tourists, must increase aspects that also imply the need for booking websites to highlight and encourage environmental practices. The obtained results are useful for booking websites developers who can adapt and make the website’s interface friendlier regarding environmental practices. In addition, hotel managers and entrepreneurs can make use of these results in order to develop new types of business in the hospitality industry, and in the long run the results are useful for increasing the awareness among tourists of the need for environmental practices. Suggestions are made on how booking websites can involve themselves more in environmentally friendly initiatives and in potential future study subject discussions.

Analysis of Factors Affecting Customer Trust in Online Hotel Booking Website Usage

Abstract Tourism is a rapidly growing industry worldwide, and internet technologies are becoming increasingly important in that industry. Online hotel booking website (OHBW) has become an important tool in the marketing of hotel services. In this study, the factors affecting the trust perception of OHBW users were investigated. Data collected from 456 consumers using OHBWs were analysed using structural equation modelling. The results showed that reputation, security, ease of use and risk significantly affected the user's perception of trust. In addition, the perception of trust has a positive effect on customer loyalty. As a result, this study aims to provide useful findings to OHBW managers and researchers who want to increase customer trust and ensure their loyalty.

ТРАНСФОРМАЦИЯ ОКАЗАНИЯ ТУРИСТСКО-РЕКРЕАЦИОННЫХ УСЛУГ В УСЛОВИЯХ ЦИФРОВИЗАЦИИ

After the advent of the Internet, travel planning has become not only relevant, but also a visual process. Potential tourists book hotels, studying their interior in advance; familiarize themselves with places of recreation and infrastructure of the receiving destination, without leaving the house.; comparing prices; study the feedback of visitors. The modern tourism business is forced to increasingly use information and communication tools in competition for the client. In the scientific literature, the concepts of “virtual tourism” and “virtual tour” are increasingly appearing, and the authors of the articles justify their advantages. Based on a study of publications, it was revealed that Russian economists consider virtual tourism as a new type of tourism, foreign authors use the concepts of “virtual tour” and “virtual reality” more. The development of information technologies takes tourism and recreation organizations to a new level of development. The purpose of the article is to determine the essence of virtual tourism: this is a new type of tourism, innovations in tourism in the context of digitalization or another worldview. This study, conducted by us, will allow us to revise the approach to the traditional definition of “tourism,” which is legally entrenched in Russian practice.

Pengaruh Online Booking & Offline Booking Terhadap Peningkatan Occupancy pada Marc Hotel Passer Baroe

ifestyle is a piece of human life nowadays. People do many things to express their desire, and also to try new experience. One of such things is traveling. The technology growth has enabled simplicity and ease of access to all necessity, such as transportation, equipment, and more importantly, lodgings such as hotels and inns.Based on the improvement of facility, people now can easily book hotels using only a few gestures. Online travel agency industry is growing, and partnership between hotels and the agency is getting thicker. Booking via apps or site only takes a few seconds to do, yet some people still prefer booking directly through phone or reception desk staff. Based on that thought, a goal is set to look deeper on both online and offline booking effects on hotel’s occupancy rate.The data used for making this research is from Marc Hotel Passer Baroe. The data was taken from the company monthly statistics report from January to October 2019. The conclusion was that the online booking partially affects the occupancy rate negatively, and offline booking partially affects the positively. Both variables simultaneously affect the positively. Thus, the company should focus on better promotion on offline booking programs, encouraging patron to book directly to them instead of 3rd party.

What is ‘Competition Law’?—Measuring EU Member States’ Leeway to Regulate Platform-to-Business Agreements

Abstract If both national competition law and Article 101 TFEU apply to an agreement, the former must not set rules that are stricter than the latter. Member States remain free, though, to impose stricter rules if they are not classified as ‘competition law’. We analyse relevant jurisprudence by the English and French courts that have dealt with potential conflicts between, on the one hand, EU competition law and, on the other hand, the common law restraint of trade doctrine and the pratiques restrictives de concurrence under French commercial law. We develop criteria that allow (national) ‘competition law’ to be distinguished from similar regulatory interventions into agreements that pursue purposes distinct from Article 101 TFEU and which, therefore, must not be regarded as ‘competition law’. This article illustrates and elaborates on the challenges for the implementation of our approach by focusing on the ban on the use of parity clauses by hotel booking platforms in France, Austria, Italy, and Belgium. We map a possible way forward to prevent further regulatory fragmentation in the internal market with regard to the regulation of platform-to-business agreements.

Hotel booking through online travel agency: Optimal Stackelberg strategies under customer-centric payment service

Facing stiff competition, online travel agencies (OTAs) are dedicating to provide customer-centric payment service in hotel online booking, which poses challenges for hotels and customers to make optimal strategies. This paper studies the optimal Stackelberg decisions and strategic interactions of a hotel and a customer in online booking through online travel agencies with customer-centric payment service. The results show that refund rate has great effect on the customer's payment decision, while transaction cost has great influence on the hotel's operational decision. When the refund rate is greater than a threshold, the customer prefers online payment. Being a leader in the Stackelberg game, the hotel can induce customers to choose the payment option with the lowest transaction cost by setting a refund rate.

Display Optimization for Vertically Differentiated Locations Under Multinomial Logit Preferences

We introduce a new optimization model, dubbed the display optimization problem, that captures a common aspect of choice behavior, known as the framing bias. In this setting, the objective is to optimize how distinct items (corresponding to products, web links, ads, etc.) are being displayed to a heterogeneous audience, whose choice preferences are influenced by the relative locations of items. Once items are assigned to vertically differentiated locations, customers consider a subset of the items displayed in the most favorable locations before picking an alternative through multinomial logit choice probabilities. The main contribution of this paper is to derive a polynomial-time approximation scheme for the display optimization problem. Our algorithm is based on an approximate dynamic programming formulation that exploits various structural properties to derive a compact state space representation of provably near-optimal item-to-position assignment decisions. As a byproduct, our results improve on existing constant-factor approximations for closely related models and apply to general distributions over consideration sets. We develop the notion of approximate assortments that may be of independent interest and applicable in additional revenue management settings. Lastly, we conduct extensive numerical studies to validate the proposed modeling approach and algorithm. Experiments on a public hotel booking data set demonstrate the superior predictive accuracy of our choice model vis-à-vis the multinomial logit choice model with location bias, proposed in earlier literature. In synthetic computational experiments, our approximation scheme dominates various benchmarks, including natural heuristics—greedy methods, local search, priority rules—and state-of-the-art algorithms developed for closely related models. This paper was accepted by Yinyu Ye, optimization.

Public opinion mining using natural language processing technique for improvisation towards smart city.

In this digital world integrating smart city concepts, there is a tremendous scope and need for e-governance applications. Now people analyze the opinion of others before purchasing any product, hotel booking, stepping onto restaurants etc. and the respective user share their experience as a feedback towards the service. But there is no e-governance platform to obtain public opinion grievances towards covid19, government new laws, policies etc. With the growing availability and emergence of opinion rich information’s, new opportunities and challenges might arise in developing a technology for mining the huge set of public messages, opinions and alert the respective departments to take necessary actions and also nearby ambulances if its related to covid-19. To overcome this pandemic situation a natural language processing based efficient e-governance platform is demandful to detect the corona positive patients and provide transparency on the covid count and also alert the respective health ministry and nearby ambulance based on the user voice inputs. To convert the public voice messages into text, we used Hidden Markov Models (HMMs). To identify respective government department responsible for the respective user voice input, we perform pre-processing, part of speech, unigram, bigram, trigram analysis and fuzzy logic (machine learning technique). After identifying the responsible department, we perform 2 methods, (1) Automatic alert e-mail and message to the government departmental officials and nearby ambulance or covid camp if the user input is related to covis19. (2) Ticketing system for public and government officials monitoring. For experimental results, we used Java based web and mobile application to execute the proposed methodology. Integration of HMM, Fuzzy logic provides promising results.

Pick Your Poison: Attribute Trade‐Offs in Unattractive Consideration Sets

Consumers often have to make trade‐offs between desirable, “more is better,” and undesirable, “less is better,” attributes. What drives whether the desirable or the undesirable attributes will be weighed more heavily in decisions? We show that the extent to which consumers focus on desirable versus undesirable attributes depends on the overall attractiveness of their consideration sets. The less attractive the options under consideration are—the higher is the weight allocated to undesirable attributes, such as price. Three experiments set in the contexts of lottery ticket purchasing (study 1), hotel booking (study 2), elections (study 3), and a conjoint study of online course evaluations (study 4) (N = 2,149, p‐curve power estimate 90%), demonstrate that unattractive sets increase the relative weight of “undesirable” attributes (e.g., price of a product, workload of a course) and lead to increased preference for options superior on these attributes.

The effects of persuasion heuristics presentation strategies on consumers’ hotel booking decisions on foreign online travel agency websites

The effects of persuasion heuristics presentation strategies on consumers’ hotel booking decisions on foreign online travel agency websites

An Approach towards Investigating Factors Affecting Intention to Book a Hotel Room through Social Media

Today, social media have become a major trend, and consumers are engaging more and more in the social media platforms used by hotels. This does not mean that they book a hotel room via social media, as the booking process is a complex one. The paper investigates the factors that affect users’ intention to book a hotel room using social media applications. The recent enforcement of General Data Protection Regulation (GDPR) in the European Union and California Consumer Privacy Act (CCPA) in California may have an impact on consumers’ behavior. To investigate this further, the study integrates into a model the following constructs: Perceived ease of use, perceived usefulness, trust in online hoteliers, social media use, and permission-based-acceptance. The survey was conducted on Greek users of social media. An online questionnaire was used for data collection. The conceptual model was tested using Structural Equation Modeling (SEM) analysis. The study identified four factors that directly or indirectly influence consumers’ intention to book hotel rooms through social media. Usefulness directly affects intention to book online. Permission-based acceptance plays a core role in the model. Both constructs trust in online hoteliers and social media use, and have a direct positive effect on permission-based acceptance, whereas permission-based acceptance has a direct positive influence on intention to book through social media. The validated model stretches the need for hoteliers to obtain permission from consumers in carrying out their marketing activities. It is important for hotel owners, managers, and social media specialists to keep consumers in mind, offer them useful information and services, and have a trustworthy behavior in order to boost bookings through social media.

Tourists’ preferences for hotel booking

Abstract This paper analyzes tourists’ preferences for hotel booking mode using a sample of 17,921 tourists visiting a Northern Spanish region during 2005–2016. Four different booking modes are considered: telephone, the internet, travel agency and other non-market-based intermediaries. We estimate a Finite Mixture Multinomial Logit Model that allows us to define three classes of tourists. Our results show that leisure tourists coming from distant locations and lodged at luxury hotels have higher likelihood of online hotel booking in class 1. Travel agencies are preferred by offseason tourists with longer stays, while those travelling by public transit modes and staying at luxury hotels opt for non-market-based intermediaries in class 2. In class 3, first-time tourists choose the internet, telephone is more prevalent among those staying at economy hotels and travel agencies are preferred among those travelling in the offseason and by public transit modes.

Consumer Trust Analysis of Reviews, Ratings and Facility Information on the Booking Decision Process of Hotel Traveloka

In the coming year, it is estimated that holiday activities will continue to be part of the lifestyle of the Indonesian people. Traveloka with unicorn status is present in Indonesia as an online travel agent which in 2014 entered the hotel reservation business. Competition is very tight from competitors, Traveloka continues to strive to provide the best for its consumers. Traveloka provides services in the form of reviews, ratings and hotel facilities. The purpose of this study was to determine the effect of: consumer trust on hotel booking decisions, reviews of hotel booking decisions both directly and through trust, ratings on hotel booking decisions both directly and through trust, facilities on hotel booking decisions both directly and through trust. The increasing competition requires each retailer to strive to maintain and even win the competition between retailers by understanding consumer behavior, for online shopping consumers, as much as possible can be used as input or consideration in online shopping, and of course as a reference for future researchers. The population is an unknown number of consumers who have booked hotels on Traveloka. The sample data of 200 were obtained by purposive sampling using google form to obtain primary data. The research design used explanatory research. Data were analyzed using path analysis, where data quality tests were previously carried out. The results showed that reviews had no significant effect on trust, reviews had no significant effect on hotel booking decisions, rating had a significant effect on trustworthiness, rating had no significant effect on hotel bookings, information on facilities had a significant effect on trust, facilities information had no significant effect on hotel booking decisions. and trust has a significant effect on hotel booking decisions. Keywords: Reviews, rating, facility information, trust, hotel booking decisions. DOI: 10.7176/EJBM/12-30-04 Publication date: October 31 st 2020

후기수용모델(PAM)의 확장모형을 통한 온라인 여행사(OTA)의 지속이용의도에 관한 연구

As the competition in the online travel industry intensifies domestically as well as internationally, enticing travelers to purchase travel packages by argument quality and source credibility through the channels such as mobile apps and web sites has already matured. As such, this study identifies the status of global online travel agencies that dominate accommodation reservation platforms in the global travel market, including Korea. To revitalize domestic online travel agencies, the current research examined the relationships among the variables of Elaboration Likelihood Model(ELM), Congruity Theory(CT) and Post Acceptance Model(PAM). A total of 348 responses were collected by an online survey from the male and female adults who had prior experiences of hotel booking services from online travel agencies. Findings suggest that perceived usefulness mediates the relationship between functional congruity and source credibility and brand attachment, customer satisfaction, and continue use intention. Also, self-image congruity was found to fully mediates the effect the relationship between intention to use continuously and brand attachment. In other words, online travel agencies have a great impact on the intention of continuous use, depending on the degree of perceived usefulness and the degree of brand attachment. This study expanded the research area by applying the ELM, CT, and Extended PAM to the existing knowledge on the relationship between online travel agency's argument quality and source credibility perceived usefulness. It is expected that the detailed key facilitating variables and constraints of online travel agencies obtained through this research will revitalize domestic online travel agencies and provide the factor to increase customers intention to use continuously.

Effect of eWOM stimuli and eWOM response on perceived service quality and online recommendation

ABSTRACT In congruence with the remarkable trend of consumer’s adoption of online hotel booking services, this study applies the Stimulus-Organism-Response (S-O-R) framework to analyse the direct triadic effect of electronic Word-of-Mouth (eWOM) stimuli including valence, volume, and image review on customer’s perceived service quality. Consequent effects of perceived service quality on the online recommendation intention of the customer are measured along with moderating effects of the hotel's eWOM response. In a single integrated framework, we conceptualised and examined the effects of stimuli (volume, valence and image-based view) on the organism (perceived service quality) and its subsequent effect on customer’s response in the form of recommendation intention. The results from the multiple regression analysis (with interaction effect) indicated the significant role of the eWOM stimuli in forming perceived service quality. As a novel contribution, this study identifies that eWOM response moderates the effect of eWOM stimulus on perceived service quality and online recommendation. Managerial implications are discussed.

What Is ‘Competition Law’? – Measuring EU Member States’ Leeway to Regulate Platform-to-Business Agreements

If both national competition law and article 101 TFEU apply to an agreement, the former must not set rules that are stricter than the latter. Member States remain free, though, to impose stricter rules if they are not classified as ‘competition law’. We analyse relevant jurisprudence by the English and French courts that have dealt with potential conflicts between, on the one hand, EU competition law and, on the other hand, the common law restraint of trade doctrine and the pratiques restrictives de concurrence under French commercial law. We develop criteria that allow (national) ‘competition law’ to be distinguished from similar regulatory interventions into agreements that pursue purposes distinct from article 101 TFEU and which, therefore, must not be regarded as ‘competition law’. This paper illustrates and elaborates on the challenges for the implementation of our approach by focusing on the ban on the use of parity clauses by hotel booking platforms in France, Austria, Italy and Belgium. We map a possible way forward to prevent further regulatory fragmentation in the internal market with regard to the regulation of platform-to-business agreements.

Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness.

As an essential risk-reduction strategy, technology innovation is likely to play a key role in the hotel industry's recovery from the 2020 coronavirus pandemic. However, its impact on customer decision-making behavior is unknown. Focusing on technology innovation for reducing guest interaction with employees and enhancing cleanliness, the purpose of this research was to examine the impact of expected interaction and expected cleanliness on perceived health risk and hotel booking intention. Three experimental studies were conducted using online consumer samples. The studies found that low levels of expected interaction through technology-mediated systems lead to low levels of perceived health risk. Perceived health risk mediates the relationship between expected interaction and hotel booking intention. In addition, high levels of expected cleanliness through advanced cleaning technologies moderate the impacts of expected interaction on perceived health risk. Importantly, the proposed perceived risk mechanism was effective in post-pandemic scenarios. Theoretical and practical implications are discussed.