Online Satisfaction and Hotel Booking Intentions: An Information System Success Model Perspective

Online travel agencies (OTAs) have increased their market share in online hotel booking as the internet has grown exponentially. The present study aims to apprehend travellers using the internet to search and book hotels on the OTA website. Moreover, regarding online satisfaction, this study also tries to find user satisfaction and intention to book the hotel by extending the information system success model. A partial least-square (PLS) structural equation modelling approach was used to assess a research model that included three variables: system quality, information quality, and service quality. A total of 225 usable responses were obtained and analyzed using SmartPLS software. The findings revealed that information satisfaction and service satisfaction significantly influence the online booking intentions. The findings give valuable insights to the OTA website and OTA app developers on how they should postulate complete and accurate information while considering the service quality aspects to influence hotel booking. This research has extended the body of knowledge on online satisfaction and hotel booking intention by implementing and expanding the information system success model.