Determinants of online hotel booking intentions: website quality, social presence, affective commitment, and e-trust. Issue 7 (3rd October 2021)

• Record Type: Journal Article
• Authors: Amin, Muslim; Ryu, Kisang; Cobanoglu, Cihan; Nizam, Ahmad
• Is Part Of: Journal of hospitality marketing & management. Volume 30:Issue 7(2021)
• Page Start: 845
• Page End: 870
• Publication Date: 2021-10-03
• Subjects: Hotel website quality -- social presence -- affective commitment -- e-trust -- online hotel intentions; Hospitality industry -- Marketing -- Periodicals; Leisure industry -- Marketing -- Periodicals; 338.47910688
• DOI: 10.1080/19368623.2021.1899095
• Languages: English
• ISSNs: 1936-8623

Abstract

ABSTRACT: This study investigates the effect of hotel website quality, social presence, affective commitment, and e-trust on travelers' online hotel booking intentions. Smart-PLS software was applied to test the hypotheses. The results of this study explain how hotel website quality, social presence, affective commitment, and e-trust have a significant relationship with online hotel booking intentions. This study identifies how hotel website quality is a critical driver in developing affective commitment, e-trust, and online hotel booking intentions. Travelers who enjoy the social experience with the hotel website platform are more motivated to book a room at that hotel. This study confirms the vital role of social presence in enhancing e-trust and online hotel booking intentions and provides evidence of the importance of the holistic model in understanding travelers' decision-making processes, especially when booking a hotel room.