Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

Effects of Factors Influencing Hotel Customers' Online Booking Intention using Malaysian Online Local Platform

Mazlina Mahdzar, Siti Hawa Baharum, Mirawati Sahib, Nur Atikah Md Fadzil, Siti Nurhijanah Ja’afar Kamal, Siti Nurul Atiqah Mohd Hamidi

http://dx.doi.org/10.6007/IJARBSS/v12-i11/15610

Open access

Given the rise in online hotel bookings, it is crucial for anyone working in the sector to understand what influences hotel guests' decision to book online. Therefore, this study aims to investigate the factors that influence the customer’s intention to book a hotel online by using hotelsarawak.com.my. These factors include ease of use, social influence, perceived risk, and positive electronic word of mouth. An online survey was distributed to respondents who had experienced and made bookings on hotelsarawak.com.my online platform in collecting information and measuring respondents' perceptions. To test the hypotheses in this study, regression analysis was used. The findings demonstrated that three factors, Ease of Use, Social Influence, and eWOM, significantly influence hotel customers’ online booking intention. Based on the results, the study's implications are presented for practitioners.

Al-Maghrabi, T., Dennis, C., Halliday, S. V., & BinAli, A. (2011). Determinants of customer continuance intention of online shopping. International Journal of Business Science & Applied Management (IJBSAM), 6(1), 41-66.
Amaro, S., & Duarte, P. (2015). An integrative model of consumers' intentions to purchase travel online. Tourism Management, 46, 64-79.
Agag, G., and El-Masry, A. A. (2016) "Understanding the determinants of hotel booking intentions and moderating role of habit", International Journal of Hospitality Management, (54), p.52-67
Bakar, N. A. A., & Zaini, A. F. A. (2022). Literature review on the factors influencing the usage of social media among entrepreneurs in Malaysia. Open Journal of Social Sciences. Retrieved July 17, 2022, from https://www.scirp.org/journal/paperinformation.aspx?paperid=114902
Birkan, ?. (1998). Bilgisayar Teknolojisindeki Geli?melerin Turizm Pazarlamas? Üzerindeki Etkileri. Anatolia Turizm Ara?t?rmalar? Dergisi, Y?l. 9, 26-32.
Casalo´, L.V., Flavia´n, C. and Guinal?´u, M. (2007), “The role of security, privacy, usability and reputation in the development of online banking”, Online Information Review, (31) (5), p. 583-603.
Chatterjee, P. (2001). Online reviews: do consumers use them?
Chua, P. Y., Rezaei, S., Gu, M. L., Oh, Y., & Jambulingam, M. (2018). Elucidating social networking apps decisions: Performance expectancy, effort expectancy and social influence. Nankai Business Review International.
Chatterjee, P. (2001). Online reviews: do consumers use them?. Jeng, C. R. (2019). The role of trust in explaining tourists’ behavioral intention to use e-booking services in Taiwan. Journal of China Tourism Research, 15(4), 478-489.
Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9-38.
Corbitt, B. J., Thanasankit, T., and Yi, H. (2003) "Trust and e-commerce: a study of consumer perceptions". Electronic Commerce Research and Applications, 2(3),203-215.
Dai, F., Wang, D., & Kirillova, K. (2022). Travel inspiration in tourist decision making. Tourism Management, 90, 104484.
Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407-1424.
Dillon, A., and Morris, M. (1996) "User acceptance of new information technology: theories and models. In M. Williams (Ed.), Annual Review of Information Science and Technology, Vol. 31 (pp. 3e32). Medford, NJ: Information Today.
Fadhila, D. (2018). Authenticity and Transparency in Influencer Instagram Content in Indonesia.
Featherman, M. and Pavlou, P.A. (2002), "Predicting e-services adoption: A perceived risk perspective," Proceedings of the 2002 Americas Conference in Information Systems, Dallas, TX.
Hermanus, J., & Indradewa, R. (2022). Perceived Value and Attitude with Trust as Mediating Variable toward Intention to Booking Hotel Online. American International Journal of Business Management (AIJBM). Retrieved July 17, 2022, from https://www.aijbm.com/wp-content/uploads/2022/03/J537683.pdf 12
Islami, M. M., Muhammad Asdar, & Andi NUR Baumassepe. (2021). Analysis of Perceived Usefulness and Perceived Ease of Use to the Actual System Usage through Attitude Using Online Guidance Application. ResearchGate. Retrieved July 17, 2022, from https://www.researchgate.net/publication/348913553_Analysis_of_Perceived_Usefulnes s_and_Perceived_Ease_of_Use_to_the_Actual_System_Usage_through_Attitude_Using _Online_Guidance_Application.
Jeng, C. R. (2019). The role of trust in explaining tourists’ behavioral intention to use e- booking services in Taiwan. Journal of China Tourism Research, 15(4), 478-489.
King, R., & Racherla, P. (2015). The evolution and impact of online word-of-mouth (eWOM) research: A structured review and integrated model. Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…, 124-127.
Kim, J. (2016). An extended technology acceptance model in behavioral intention toward hotel tablet apps with moderating effects of gender and age. International Journal of Contemporary Hospitality Management, 28(8), 1535-1553.
Kim, T. G., Lee, J. H., & Law, R. (2008). An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model. Tourism Management, 29(3), 500-513.
Ko, H, J Jung, J Kim and SW Shim, 2010 Cross-cultural differences in perceived risk of online shopping J. Interactive Advertising, 4(2), 20–29.
Kucukusta, D., Law, R., Besbes, A., & Legoherel, P. (2015). Re-examining perceived usefulness and ease of use in online booking: The case of Hong Kong online users. International Journal of Contemporary Hospitality Management, 27(2), 185–198. http://doi.org/10.1108/02656710210415703
Liu, Z., & Park, S. (2015). What makes a useful online review? Implication for travel product websites. Tourism Management, 47, 140-151.
Liu, C. H., Horng, J. S., Chou, S. F., Huang, Y. C., & Chang, A. Y. (2018). How to create competitive advantage: the moderate role of organizational learning as a link between shared value, dynamic capability, differential strategy, and social capital. Asia Pacific Journal of Tourism Research, 23(8), 747-764.
Masoud, E. Y. (2013). The effect of perceived risk on online shopping in Jordan. European Journal of Business and Management, 5(6), 76-87.
Matikiti, R., Mpinganjira, M., & Roberts-Lombard, M. (2018). Application of the Technology Acceptance Model and the Technology–Organisation–Environment Model to examine social media marketing use in the South African tourism industry. South African Journal of Information Management, 20(1), 1-12.
McCloskey, D. W. (2006). The importance of ease of use, usefulness, and trust to online consumers: An examination of the technology acceptance model with older customers. Journal of Organizational and End User Computing (JOEUC), 18(3), 47-65.
Pallant, J. (2007) "SPSS Survival Manual: A Step by Step Guide to Data Analysis Using SPSS for Windows (Version 15)", 3rd ed., Open University Wadsworth, New York, NY
Pajo, A. (2013). Turizm i?letmelerinde bilgi teknolojileri kullan?m? ve otel otomasyon programlar?. Detay Yay?nc?l?k.
Pentina, I., Koh, A. C., & Le, T. T. (2012). Adoption of social networks marketing by SMEs: exploring the role of social influences and experience in technology acceptance. International Journal of Internet Marketing and Advertising, 7(1), 65-82.
Radzi, K. M., Nor, M. N. M., & Ali, S. M. (2017). The impact of internal factors on small business success: A case of small enterprises under the FELDA scheme. Asian Academy of Management Journal, 22(1), 27-55.
San Martin, H., & Herrero, A. (2012). Influence of the user’s psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework. Tourism Management, 33(2), 341-350.
?ener, B. (2009). Konaklama ??letmelerinde Önbüro Yönetimi. Ankara, Detay Yay?nc?l?k.
Shih, Y. Y., and Fang, K. (2004) "The use of a decomposed theory of planned behavior to study Internet banking in Taiwan". Internet Research, (14) (3),p. 213-223.
Standing, C., & Vasudavan, T. (2000). The impact of Internet on travel industry in Australia. Tourism Recreation Research, 25(3), 45-54.
?ener, B. (2009). Konaklama ??letmelerinde Önbüro Yönetimi. Ankara, Detay Yay?nc?l?k.
Suki, N. M. (2012) "Correlations of perceived flow, perceived system quality, perceived information quality, and perceived user trust on mobile social networking service (SNS) users’ loyalty". Journal of Information Technology Research (JITR), 5(2), 1-14.
Tsao, W. C., and Hsieh, M. T. (2012) "Exploring how relationship quality influences positive eWOM: the importance of customer commitment". Total Quality Management and Business Excellence, 23(7-8), 821-835
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 425-478.
Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123-127.
Vila, N., and Kuster, I. (2012). The role of usability on stimulating SME’s on line buying intention: an experiment based on a ficticius web site design. Quality and Quantity, 46(1), 117-136.
Wang, D., Brown, G., Liu, Y., & Mateo-Babiano, I. (2015). A comparison of perceived and geographic access to predict urban park use. Cities, 42, 85-96.
Yoon, S. N. (2008). The effects of electronic word-of-mouth systems (EWOMS) on the acceptance of recommendation. The University of Nebraska-Lincoln.
Zhang, Y., Deng, X., Wei, D., & Deng, Y. (2012). Assessment of E-Commerce security using AHP and evidential reasoning. Expert Systems with Applications, 39(3), 3611-362.

In-Text Citation: (Mahdzar et al., 2022)
To Cite this Article: Mahdzar, M., Baharum, S. H., Sahib, M., Fadzil, N. A. M., Kamal, S. N. J., & Hamidi, S. N. A. M. (2022). Effects of Factors Influencing Hotel Customers’ Online Booking Intention using Malaysian Online Local Platform. International Journal of Academic Research in Business and Social Sciences, 12(11), 659 – 668.