Seal the deal: unleashing the magnitude of online reviews, website quality and trust for seamless hotel reservations

Peu Saha and Abhijeet Biswas

International Journal of Productivity and Performance Management, 2024, vol. 74, issue 4, 1125-1155

Abstract: Purpose - The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause huge damage. Online booking platforms provide more freedom, privacy and contact with experienced travelers than physical hotel booking. The study identifies the factors shaping travelers' online hotel booking intention (OHBI). Design/methodology/approach - We utilized structural equation modeling (SEM) to expand the horizons of the technology acceptance model (TAM) and stimulus-organism-response (SOR) framework in the hospitality sector. The results are based on the data collected from 705 travelers who made online hotel reservations. Findings - The findings demonstrate that online reviews, hotel website quality and hotel website convenience quotient favorably shape prospective tourists' perceived trust, magnifying their inclination to book a hotel online. Website convenience quotient and trust partially mediate the association between the constructs. In addition, the linkage between perceived trust and OHBI is strengthened by promotional offers but weakened by perceived risk. Research limitations/implications - Our findings provide several important implications for hotel managers, prospective travelers, hotel owners, website developers, policymakers, hotel employees, the local community and competitors to expedite the growth of the Indian hotel industry. Originality/value - The literature reveals that website convenience quotient, perceived trust and promotional offers have not received enough attention in the hospitality industry and warrant attention. Our study strives to broaden the scope of the TAM and SOR models to better understand these constructs in the backdrop of the Indian hospitality sector. The study also examines how promotional offers and perceived risk influence the linkages between the underlying constructs.

Keywords: Online reviews; Hotel website quality; Hotel website convenience quotient; Perceived trust; Promotional offers; Perceived risk; Online hotel booking intention; Stimulus-organism-response framework (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eme:ijppmp:ijppm-04-2024-0272

DOI: 10.1108/IJPPM-04-2024-0272

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