literature review online booking system

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Hotel Booking Intentions: A Literature Review

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.

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Given the increasing amount of people who book hotels online, it is important for those in the industry to know which factors influence hotel customers’ online booking intention. Consequently, the aim of this study is to investigate the factors that influence the customer’s intention to book a hotel online, these factors are: ease of use, social influence, perceived risk, and positive eWOM. A self- administered questionnaire was used to gather data and measure respondents’ perceptions, and a total of 214 students at University Utara Malaysia completed the survey. This study used a multiple regression analysis to test the hypotheses. The results showed that social influence has a high positive significant influence on customer's intention to book a hotel online, followed by ease of use and positive eWOM. It was also found that perceived risk has a negative significant influence on the intention to book a hotel online. Based on the results, implications are presented for practitioners.

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The Evolution of Online Booking Systems

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E-Tourism started with the first automated airline computer reservation systems (CRS) implemented on mainframes. With the global spread of data transmission networks, they evolved to global distribution systems (GDS), which serve as B2B touristic distribution backbones until today. The seamless integration of heterogeneous data networks into the Internet and the invention of the World Wide Web as a distributed multimedia application platform led to the development of comfortable Internet/web booking engines. They enabled easy-to-use browser-based online booking as a self-service for customers and new forms of B2C travel distribution. Because the Internet and the WWW became the base technologies of all E-Tourism applications, their architecture and components are explained in detail as key enablers for online booking and CRS-Web-Front ends.

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Robert Goecke

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Goecke, R. (2020). The Evolution of Online Booking Systems. In: Xiang, Z., Fuchs, M., Gretzel, U., Höpken, W. (eds) Handbook of e-Tourism. Springer, Cham. https://doi.org/10.1007/978-3-030-05324-6_27-1

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DOI : https://doi.org/10.1007/978-3-030-05324-6_27-1

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DOI: https://doi.org/10.1007/978-3-030-05324-6_27-2

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