TRAVELLERS’ EXPECTATIONS WHEN BOOKING HOTELS THROUGH ONLINE TRAVEL AGENTS

Authors

  • Mohd Haniff Jedin School of International Studies, Universiti Utara Malaysia
  • Kohila Ranjini Annathurai Perbadanan Pengurusan Sri Sayang, Penang
  • Felix Mavondo Faculty of Business & Economics, Monash University, Melbourne, Australia

DOI:

https://doi.org/10.32890/ijms2022.29.2.6

Keywords:

Online travel agents (OTA), online hotel booking, traveller

Abstract

Travellers constantly require personalized travel arrangements. They look for specific arrangements depending on whether the trip is for leisure or business. However, some travellers prefer multiple events in their travel schedules, including visiting prime locations or historical places. Hence, online travel agents (OTAs) are the most convenient alternative platforms to meet the specific needs of travellers. This study utilizes survey method to examine factors influencing travellers when booking hotels through OTAs. This study collected 398 questionnaires at Penang International Airport, Malaysia. Results indicate five factors, i.e. room facilities and amenities, customer recognition through star rating, price factor, promotion factor, and other hotel facilities, that significantly influence travellers’ expectations in booking hotels through OTAs.

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Author Biographies

Kohila Ranjini Annathurai, Perbadanan Pengurusan Sri Sayang, Penang

Kohila Ranjini is an administrator at Perbadanan Pengurusan Sri Sayang, Pulau Pinang

Felix Mavondo, Faculty of Business & Economics, Monash University, Melbourne, Australia

Professor Felix Mavondo is a professor of marketing at Monash University, Australia. 

Additional Files

Published

25-07-2022

How to Cite

Jedin, M. H., Annathurai, K. R., & Mavondo, F. (2022). TRAVELLERS’ EXPECTATIONS WHEN BOOKING HOTELS THROUGH ONLINE TRAVEL AGENTS. International Journal of Management Studies, 29(2), 137–163. https://doi.org/10.32890/ijms2022.29.2.6