An investigation of factors affecting customer selection of online hotel booking channels

Liu, James N.K.; Zhang, Elaine Yulan

doi:10.1016/j.ijhm.2014.01.011

Cited by 124 publications

(125 citation statements)

References 45 publications

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“…the quality of information, quality of service, trust and privacy), payment methods, and customer relationship (e.g. previous experience, marketing, especially reward programmes (Liu, Zhang, 2014). Thus, only real-time booking feature at hotel's own website allows the accommodation enterprises to compete with online travel agents.…”

Section: Determinants Of the Internetizationmentioning

confidence: 99%

Internetization of selling hotel rooms in metropolitan area of Łódź (Poland)

2017

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Section: Determinants Of the Internetizationmentioning

confidence: 99%

Internetization of selling hotel rooms in metropolitan area of Łódź (Poland)

2017

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“…This is the key success factor for the benefit of business especially the online hotel reservation [2]. According to the access statistic of similar websites (www.similarweb.com), there are some differences between the ranks of online hotel reservation websites although they perform the same tasks and sell the same products.…”

Section: Introductionmentioning

confidence: 99%

An Empirical Study on Usability of Online Hotel Reservation Websites

Sriphaew¹,

Katkaeo²

2017

IJCTE

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Abstract-With the popularity of the websites, online business can generate more benefit and possibly be success rapidly. One key success factor is the usability of the websites. Three quality characteristic factors based on usability are investigated, i.e., user experience, functionality and user interface usability. User experience concerns with aesthetic attributes, functionality checks for the appropriate functions, and user interface usability focuses on a good UI design or easy-to-use website. Furthermore, an approach to measure usability including measuring metrics is proposed to assess the tasks related to online hotel reservation. Searching hotel, displaying search result, displaying room detail, and making a reservation tasks are evaluated their usability scores with fiverating Likert scale by the sample group of users. The empirical result shows that the rating score conforms to the rank and reflects the performance in use of the website. Booking.com has highest rating score of 4.11 while Hotels.com and Agoda.com have equal rating score of 4.09. Combining the best parts of each website can produce the website with higher rating score of 4.20.Index Terms-Usability, hotel reservation, user experience (UX), functionality, user interface (UI).

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“…As such, O' Connor and Frew (2004) suggested that hotel managers should allocate their scarce resources to develop closer and sustainable relationships with customers. In a similar manner, Liu and Zhang (2014) advised that the development of customer relations could be more effective than starting a price war in boosting online hotel bookings and avoiding loss of market shares.…”

Section: Introductionmentioning

confidence: 99%