Online accommodation booking: what information matters the most to users?
Chaw, Lee Yen, and Tang, Chun Meng (2019) Online accommodation booking: what information matters the most to users? Information Technology & Tourism, 21 (3). pp. 369-390.
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Abstract
One of the key things travellers do when planning a trip is to go online to search for and book the right accommodation. Accommodation booking websites such as Agoda, Booking.com, and Expedia provide a range of accommodation options and relevant information, such as rates, star ratings, customer review ratings, reviewers’ comments, reservation policies, facilities, and so on. This study examined what and how information provided by accommodation providers on accommodation booking websites influences travellers in their decision-making before they make an actual booking. This study developed a model, based on Walther and Parks’ (Handbook of interpersonal communication. Sage, Thousand Oaks, pp 529–563, 2002) Warranting Theory, and McKnight et al.’s (J Strateg Inf Syst 11:297–323, 2002a) Web Trust Model, to examine how the warranting value of accommodation information affected travellers’ trusting intentions, and how these trusting intentions affected their trust-related behaviours. An online questionnaire survey collected responses from travellers who had previously booked accommodation using an accommodation booking website. Partial least squares analyses of 94 responses showed that there was a statistically significant positive relationship between warranting value of accommodation information and trusting intentions, as well as between trusting intentions and trust-related behaviours. However, trusting intentions had negligible and insignificant mediating effect between warranting value of accommodation information and trust-related behaviours. The findings of this study can help online accommodation booking websites and accommodation providers to understand what and how they can leverage information to sufficiently influence travellers’ trusting intentions and eventually entice travellers to make an actual booking.
| Item ID: | 58821 |
|---|---|
| Item Type: | Article (Research - C1) |
| ISSN: | 1943-4294 |
| Keywords: | Online accommodation booking, Trusting intentions, Trust-related behaviours, Warranting theory, Web trust model |
| Date Deposited: | 28 Oct 2019 00:42 |
| FoR Codes: | 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460909 Information systems philosophy, research methods and theory @ 40% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350803 Tourism management @ 40% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350806 Tourist behaviour and visitor experience @ 20% |
| SEO Codes: | 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 10% 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900399 Tourism not elsewhere classified @ 40% 90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909901 Hospitality Services @ 50% |
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