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"Visualisasi tampilan hotel menjadi salah satu acuan utama pelanggan ketika melakukan pemesanan hotel secara online melalui online travel agency (OTA). Penerapan visualisasi tampilan hotel diharapakan dapat maksimal agar dapat meningkatkan intensi memesan hotel. Visualisasi tampilan dapat menjadi lebih maksimal jika menerapkan konsep media richness dan interactivity. Penelitian ini akan menganalisis pengaruh media richness dan interactivity pada trust, perceived value ̧ dan attitude terhadap intensi memesan hotel. Metode yang digunakan pada penelitian adalah eksperimental between subject 2 (media richness: tinggi atau rendah) x 2 (interactivity: tinggi atau rendah). Data valid yang diperoleh sebanyak 152 responden dan diolah menggunakan metode ANOVA dan analisis mediasi pada aplikasi SPSS. Hasil penelitian menunjukkan bahwa visualisasi tampilan dengan media richness dan interactivity tinggi akan memberikan pengaruh yang lebih signifikan terhadap trust, perceived value ̧dan attitude dibandingkan dengan media richness dan interactivity rendah. Pada hubungan interaksinya, hasil yang diperoleh adalah pengaruh media richness yang disertai dengan interactivity tinggi memiliki pengaruh lebih signifikan terhadap trust dan attitude dibandingkan dengan yang disertai interactivitiy rendah. Berkaitan dengan variabel mediasinya, yaitu trust, perceived value, dan attitude, masing-masingnya memiliki pengaruh positif terhadap intensi memesan hotel dan memediasi hubungan antara media richness dan intensi memesan hotel.

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The visualization appearance of a hotel becomes one of the primary references of customers when making hotel booking online, mainly through Online Travel Agency (OTA). The application of visual appearance is expected to be maximal so that it can increase intention to book a hotel. Visualization appearance can be more maximal if applying the concept of media richness and interactivity. This research will analyze the effect of media richness and interactivity on trust, perceived value, and attitude towards the intention to book a hotel. The method used in this research is experimental between subject 2 (media richness: high or low) x 2 (interactivity: high or low). Valid data were obtained as many as 152 respondents and processed using the ANOVA and mediation method on the SPSS application. The research result showed that the visualization appearance with high media richness and high interactivity would have significant influence on trust, perceived value and attitude compared to low media richness and low interactivity. In the interaction relationship, it is known that the effect of media richness accompanied by high interactivity has significant effect on trust and attitude compared to accompanied by low interactivity. In relation to the mediation variables, namely trust, perceived value, dan attitude each has a positive influence on the intention to book a hotel and mediates the relationships between media richness and the intention to book a hotel."

"Adanya online reviews memungkinkan pelanggan dapat berbagi pengalaman berbelanja online kepada semua orang. Wisatawan biasanya menggunakan online rerviews untuk mencari informasi mengenai tujuan wisata dan untuk melakukan transaksi online. Penelitian ini bertujuan untuk mengetahui pengaruh dari online reviews pada online travel website terhadap online hotel booking intention serta mengetahui apakah faktor-faktor online reviews berbeda berdasarkan perbedaan gender. Penelitian ini menemukan bahwa faktor usefulness of online reviews, timeliness of online reviews, volume of online reviews memiliki pengaruh positif yang signifikan terhadap online hotel booking intention, sedangkan negative online reviews berpengaruh negatif secara signifikan terhadap online hotel booking intention. Faktor reviewer expertise, positive online reviews, dan comprehensiveness of online reviews tidak berpengaruh signifikan terhadap online hotel booking intention. Serta terdapat perbedaan antara pria dan wanita dalam hal reviewer expertise, timeliness of online reviews, volume of online reviews, positive online reviews dan negative online reviews.

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Online Reviews allow customer to share their online shopping experience to everyone. Travelers usually use the online review to search for the information about destinations and to conduct online transactions. This thesis aims to determine the effect of online reviews on online travel websites to online hotel booking intention and to know whether the factors of online reviews is different based on gender differences. This study found that usefulness of online reviews, timeliness of online reviews, the volume of online reviews have a significant positive effect on online hotel booking intention, whereas negative online reviews a significant negative influence on the online hotel booking intention. The reviewer expertise, positive online reviews, and the comprehensiveness of online reviews are not significantly influence the online hotel booking intention. And there are differences between men and women in terms of reviewer expertise, timeliness of online reviews, the volume of online reviews, online positive reviews and negative online reviews."

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Review oline yang ditulis oleh pelanggan pada saat selesai melakukan pembayaran dan penginapan di hotel, meniliki nilai bisnis yang berpengaruh terhadap pelanggan berikutnya, manejemen hotel, dan OTA atau e-commerce. Ulasan tekstual online memiliki struktur yang sangat terbuka dan sangat luas. Atribut dari ulasan tekstual online berupa subjectivity, polarity, length, dan rating masih sangat sedikit terekplorasi, sedangkan manajemen hotel dan juga peneliti dapat menggunakan atribut teknis tersebut untuk lebih memahami perilaku pelanggan. Penelitian ini menggunakan 1000 sampel review online yang didapat dari salah satu web OTA yaitu Traveloka, sampel hotel yang dipilih adalah hotel yang bersifat popular di situs web tersebut yang berasal dari 5 kota terbesar di Indonesia. Penelitian ini memprediksi kepuasan pelanggan secara keseluruhan menggunakan atribut teknis ulasan tekstual online. Penelitian ini menemukan bahwa tingkat subjectivity yang tinggi akan menghasilkan rating yang rendah, dan tingkat polarity yang tinggi akan menghasilkan rating yang tinggi. Penelitian ini memberikan rekomendasi kepada pelanggan yang sedang merencanakan perjalanan membandingkan ulasan yang ada agar hotel yan dipilih sesuai dengan ekspektasi, serta bagi manajemen hotel untuk lebih memahami perilaku ulasan pelanggan online dan menerapkan tindakan manajemen ulasan online yang efisien untuk menggunakan kata-kata elektronik dari mulut ke mulut dan meningkatkan kinerja hotel.

 

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Customer online review by customers have business value that affects future customer, hotel management, and OTA or e-commerce. Online textual reviews have an open-structured form. The attributes of online textual reviews in the form of subjectivity, polarity, length, and rating are still under-explored, while hotel management and researchers can use these technical attributes to better understand about customer behavior. This study using 1000 samples of online reviews from one of the OTA; Traveloka, the sample of this research using popular hotel on the website from the 5 largest cities in Indonesia. This study predicts overall customer satisfaction using the technical attributes of online textual reviews. This study found that a high level of subjectivity would give low rating, and a high level of polarity would give high rating. This research provides recommendations to future customers that comparing existing reviews are important to manage the expectations, and for hoteliers management to better understand customer online review behavior and implement efficient online review management actions to use electronic words-of-mouth to improve hotel performance.

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"ABSTRAKTujuan dari penelitian ini adalah untuk menganalisis hubungan satisfaction, trust, repurchase intention, dan switching intention pada situs reservasi hotel secara online. Adapun situs reservasi hotel online dibagi menjadi tiga kategori, yaitu: Online Travel Agency, Peer-to-Peer Accommodation, dan Virtual Hotel Operator. Satisfaction dibagi menjadi dua yaitu transaction-based satisfaction dan experience-based satisfaction. Trust juga dibagi menjadi dua, yaitu institution-based trust dan disposition to trust. Penelitian ini melibatkan 600 responden yang sudah pernah melakukan reservasi dan menggunakan jasa penginapan mulai dari awal hingga akhir transaksi. Metode pengambilan sampel menggunakan teknik purposive sampling dan analisis data dilakukan menggunakan metode SEM dengan perangkat lunak LISREL. Hasil analisis menunjukkan bahwa hubungan positif antar variabel yang signifikan pada ketiga jenis platform terdapat pada variabel experience-based satisfaction dengan disposition to trust, experience-based satisfaction dengan institution-based trust, transaction-based satisfaction dengan experience-based satisfaction, transaction-based satisfaction dengan institution-based trust, transaction-based satisfaction dengan repurchase intention, dan institution-based trust dengan disposition to trust.

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ABSTRACT

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The purpose of this research is to analyze the relationship between satisfaction, trust, repurchase intention, and switching intention in online-booking hotel platforms. The online-booking hotel platforms divided into three types: Online Travel Agency, Peer-to-Peer Accommodation, and Virtual Hotel Operator. Satisfaction divided into transaction-based satisfaction and experience-based satisfaction. Trust divided into institution-based trust and disposition to trust. The object of this research was 600 respondents who have ever used the service of online-booking hotel platform in all transaction process (from the start until the end of service). The sampling method using purposive sampling and the data analysis were conducted using SEM (LISREL). Results show there are similarities in positive relationship between variables in the three types of platform, those are experience-based satisfaction and disposition to trust, experience-based satisfaction and institution-based trust, transaction-based satisfaction and experience-based satisfaction, transaction-based satisfaction and institution-based trust, transaction-based satisfaction and repurchase intention, the last is institution-based trust and disposition to trust."

"Seiring dengan pertumbuhan angka penggunaan internet dan jual beli elektronik, online review menjadi sumber informasi yang penting bagi konsumen dalam melakukan pengambilan keputusan pembelian. Namun penelitian mengenai pengaruh online review terhadap minat pesan kamar hotel pada situs pemesanan hotel online masih terbatas. Penelitian ini mengambil sampel 150 orang pengguna situs pemesanan hotel online pada 1 tahun terakhir. Hasil dari penelitian ini adalah kredibilitas sumber tidak berpengaruh positif terhadap minat pesan kamar hotel pada situs pemesanan hotel online. Lebih lanjut lagi, persepsi akan kuantitas review berpengaruh positif terhadap kualitas argumen pada online review dan minat berperilaku. Kualitas argumen juga berpengaruh positif terhadap minat berperilaku, dalam hal ini ialah minat memesan kamar hotel pada situs pemesanan hotel online.

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Along with the growth of Internet and electronic commerce, online review has become an important source of information for consumers in purchase decision making. However, research about online review influence towards booking intention of hotel room on online booking website is still limited. This research took sample of 15 hotel online booking website users on the past 1 year. Result of this research is that source credibility doesn't positively influence the booking intention of hotel room on online booking website. Moreover, perceived quantity of review has positive influence toward argument quality on online review and consumer's behavioral intention. Argument quality also has positive influence toward behavioral intention, in this case is intention to book hotel room on online booking website."

"Penelitian ini membahas pengaruh product related factor dan channel related factor terhadap seleksi website pemesanan hotel melalui internet dengan membandingkan Website Online Travel Agent (OTA) dan Website Hotel. Skripsi ini membahas pengaruh terhadap purchase intention yang ditimbulkan oleh product related factor, channel related factor dan information search intention. Penelitian menghasilkan kesimpulan pada kedua website, purchase intention tidak dipengaruhi secara signifikan oleh product related factor. Sedangkan pada product related factor dan channel related factor berpengaruh secara signifikan terhadap information search intention pada Website Hotel dan channel related factor berpengaruh secara signifikan terhadap purchase intention dan information search intention pada Website OTA. Pada penelitian ini juga terdapat implikasi manajerial serta saran untuk penelitian selanjutnya.

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This study discusses the effect of product related factor and channel related factor towards selection of online hotel booking channel via Internet with comparing on Online Travel Agent (OTA) and Hotel Website. This study also includes two other variables, namely information search intention and affecting on purchase intention. This results of this research show that on both website, purchase intention did not significantly affected by product related factor. But channel related factors significantly influence information search intention for both Website and purchase intention on OTA Website. There are also managerial implications and advices for the next research."

"Perkembangan teknologi turut berperan penting dalam bertumbuhnya ekonomi pariwisata, salah satunya adalah inovasi teknologi OTA. Seiring dengan pertumbuhan pasar OTA yang diprediksi akan terus meningkat dalam beberapa tahun kedepan, membuat kompetisi antar penyedia layanan OTA juga semakin ketat, sehingga memunculkan tantangan tersendiri. Oleh karena itu, penelitian ini bertujuan untuk mengetahui faktor-faktor pre-adoption, berupa persepsi awal pengguna yang memengaruhi actual continuance usage layanan pemesanan akomodasi dan transportasi pada aplikasi mobile OTA di Indonesia. Untuk meneliti hal tersebut, penelitian ini menggabungkan tiga teori, yaitu Unified Theory of Acceptance and Use of Technology (UTAUT), Information System Success (ISS), dan Expectation-Confirmation Model (ECM). Sebanyak 543 data valid dari responden yang pernah menggunakan layanan akomodasi maupun transportasi melalui aplikasi mobile OTA diolah menggunakan Covariance-Based Structural Equation Modeling (CB-SEM) dengan alat bantu AMOS 26. Hasil penelitian tim penulis mengindikasikan bahwa faktor-faktor pada tahapan pre- adoption, seperti pre-adoption performance expectancy dan pre-adoption expected information quality memengaruhi expectation-confirmation yang kemudian memengaruhi faktor post-adoption, seperti post-adoption perceived trust dan satisfaction. Kemudian, satisfaction memengaruhi continuance usage intention pengguna baik secara langsung maupun bila dimediasi oleh faktor habit. Terakhir, ditemukan bahwa continuance usage intention memengaruhi actual continuance usage aplikasi mobile OTA. Penelitian ini diharapkan dapat berkontribusi untuk memberikan wawasan terhadap perusahaan penyedia layanan OTA, sehingga penyedia dapat memenuhi ekspektasi penggunanya dan mempertahankan pengguna sehingga menggunakan aplikasi mobile OTA secara berkelanjutan.

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Technology advancement plays an important role to the tourism economy growth, one of which is the innovation of OTA. Along with the predicted growth of the OTA industry in the upcoming years, the competition between OTA providers will also increase, thus creating its own challenges for its market players. This study aims to determine the pre-adoption factors that affects user’s actual continuance usage of the accommodation and transportation booking service on the mobile OTA application in Indonesia by proposing an integrated Unified Theory of Acceptance and Use of Technology (UTAUT), Information System Success (ISS), and Expectation- Confirmation Model (ECM). A total of 543 valid data were retrieved from respondents who had used the accommodation or transportation booking service through the OTA mobile application. The statistical analysis was performed with Covariance-Based Structural Equation Modeling (CB-SEM) using AMOS 26 software. The results indicate that pre-adoption expectancies, such as pre-adoption performance expectancy and pre- adoption expected information quality impacts user’s expectation confirmation, thus determining user post-adoption perceived trust and satisfaction. The result further confirms that user satisfaction impacts both directly and indirectly (through the mediation of habit) to user’s continuance usage intention. Moreover, the findings suggest that user’s continuance usage intention has a strong influence to the actual continuance usage of the mobile OTA application. This study provides insights to OTA providers by guiding them to deliver services that meets user’s expectation, hence retaining their users through user’s continuance usage."

"Penelitian ini bertujuan untuk mengetahui pengaruh scarcity, popularity, dan consumer ratings terhadap online hotel booking intentions konsumen. Data diperoleh dari penyebaran kuesioner kepada 94 responden, pria dan wanita berkewarganegaraan asli Republik Indonesia, dengan usia berkisar antara 18-35 tahun, dan pernah melakukan pemesanan hotel secara online dalam kurun waktu 6 bulan terakhir. Analisis data dilakukan menggunakan software SPSS 22, dengan metode independent sample t-test dan three way ANOVA. Hasil penelitian ini menunjukan bahwa terdapat pengaruh yang signifikan dari consumer ratings dan popularity terhadap online hotel booking intentions. Sedangkan scarcity tidak memiliki pengaruh yang signifikan.

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This study aims to analyze the influence of scarcity, popularity, and consumer ratings on consumers online hotel booking intentions Data were collected using questionnare which distributed to 94 respondents, aiming for man and woman from 20 to 35 years old and is having Indonesian citizenship, have ever booked a hotel online in the last 6 months. SPSS 22 is used to employe the data, independent sample t test and three way ANOVA. The result of this research shows that consumer ratings and popularity has significant effects on online hotel booking intention. Futhermore, scarcity is proven has no effect on online hotel booking intentions."

"Perkembangan teknologi turut berperan penting dalam bertumbuhnya ekonomi pariwisata, salah satunya adalah inovasi teknologi OTA. Seiring dengan pertumbuhan pasar OTA yang diprediksi akan terus meningkat dalam beberapa tahun kedepan, membuat kompetisi antar penyedia layanan OTA juga semakin ketat, sehingga memunculkan tantangan tersendiri. Oleh karena itu, penelitian ini bertujuan untuk mengetahui faktor-faktor pre-adoption, berupa persepsi awal pengguna yang memengaruhi actual continuance usage layanan pemesanan akomodasi dan transportasi pada aplikasi mobile OTA di Indonesia. Untuk meneliti hal tersebut, penelitian ini menggabungkan tiga teori, yaitu Unified Theory of Acceptance and Use of Technology (UTAUT), Information System Success (ISS), dan Expectation-Confirmation Model (ECM). Sebanyak 543 data valid dari responden yang pernah menggunakan layanan akomodasi maupun transportasi melalui aplikasi mobile OTA diolah menggunakan Covariance-Based Structural Equation Modeling (CB-SEM) dengan alat bantu AMOS 26. Hasil penelitian tim penulis mengindikasikan bahwa faktor-faktor pada tahapan pre-adoption, seperti pre-adoption performance expectancy dan pre-adoption expected information quality memengaruhi expectation-confirmation yang kemudian memengaruhi faktor post-adoption, seperti post-adoption perceived trust dan satisfaction. Kemudian, satisfaction memengaruhi continuance usage intention pengguna baik secara langsung maupun bila dimediasi oleh faktor habit. Terakhir,ditemukan bahwa continuance usage intention memengaruhi actual continuance usage aplikasi mobile OTA. Penelitian ini diharapkan dapat berkontribusi untuk memberikan wawasan terhadap perusahaan penyedia layanan OTA, sehingga penyedia dapat memenuhi ekspektasi penggunanya dan mempertahankan pengguna sehingga menggunakan aplikasi mobile OTA secara berkelanjutan.

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Technology advancement plays an important role to the tourism economy growth, one of which is the innovation of OTA. Along with the predicted growth of the OTA industry in the upcoming years, the competition between OTA providers will also increase, thus creating its own challenges for its market players. This study aims to determine the pre-adoption factors that affects user’s actual continuance usage of the accommodation and transportation booking service on the mobile OTA application in Indonesia by proposing an integrated Unified Theory of Acceptance and Use of Technology (UTAUT), Information System Success (ISS), and Expectation-Confirmation Model (ECM). A total of 543 valid data were retrieved from respondents who had used the accommodation or transportation booking service through the OTA mobile application. The statistical analysis was performed with Covariance-Based Structural Equation Modeling (CB-SEM) using AMOS 26 software. The results indicate that pre-adoption expectancies, such as pre-adoption performance expectancy and pre-adoption expected information quality impacts user’s expectation confirmation, thus determining user post-adoption perceived trust and satisfaction. The result further confirms that user satisfaction impacts both directly and indirectly (through the mediation of habit) to user’s continuance usage intention. Moreover, the findings suggest that user’s continuance usage intention has a strong influence to the actual continuance usage of the mobile OTA application. This study provides insights to OTA providers by guiding them to deliver services that meets user’s expectation, hence retaining their users through user’s continuance usage."

"Pemesanan tiket hotel melalui Online Travel Agent (OTA) mengalami penurunan secara signifikan di masa pandemi COVID-19. Melihat permasalahan tersebut, perlu adanya strategi yang diterapkan oleh suatu hotel untuk dapat kembali meningkatkan pendapatan mereka. Penerapan informasi mengenai protokol keamanan dan pemberian diskon kepada pengguna diharapkan dapat kembali meningkatkan pembelian tiket hotel. Penelitian ini bertujuan untuk menganalisis faktor yang dapat meningkatkan intensi pembelian tiket hotel dengan menganalisis pengaruh dari faktor safety information transparency dan economic benefits dengan pengaruh moderasi booking motivation terhadap intensi pembelian tiket hotel melalui OTA. Penelitian ini menggunakan metode eksperimental between subject 2 (safety information transparency: ada, tidak ada) x 2 (economic benefits: high, low) x 2 (booking motivation: business, leisure). Data responden dalam penelitian ini berjumlah 248 responden. Pengujian hipotesis dilakukan menggunakan metode ANOVA dan analisis mediasi. Penelitian ini berhasil membuktikan bahwa pemberian safety information dan economic benefits meningkatkan perceived value dan attitude pengguna terhadap hotel. Namun terdapat perbedaan antara pengguna dengan booking motivation leisure dan business. Pada leisure traveler, safety information dan economic benefits memiliki pengaruh terhadap perceived value dan attitude, sedangkan untuk business traveler, safety information tidak berpengaruh terhadap perceived value dan attitude, sedangkan economic benefits hanya memiliki pengaruh terhadap attitude. Lebih lanjut, attitude dan perceived value juga terbukti dalam meningkatkan intensi pemesanan dan memediasi pengaruh safety information transparency dan economic benefits terhadap intensi pemesanan hotel. Penelitian ini diharapkan dapat memberikan wawasan mengenai strategi pemasaran kepada pelaku bisnis OTA dan menjadi acuan dalam pengembangan fitur pada halaman pemesanan hotel.

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Hotel tickets booking through Online Travel Agents (OTA) significantly decreased during the COVID-19 pandemic. Seeing these problems, it is necessary to have a strategy implemented by a hotel to be able to increase their income. The application of information regarding security protocols and giving discounts to users is expected to increase the purchase of hotel tickets again. This study aims to analyze the factors that can increase the intention to purchase hotel tickets by analyzing the influence of safety information transparency and economic benefits factors with the moderating effect of booking motivation on the intention to purchase hotel tickets through OTA. This study uses an experimental method between subject 2 (safety information transparency: yes, no) x 2 (economic benefits: high, low) x 2 (booking motivation: business, leisure). Data respondents in this study amounted to 248 respondents. Hypothesis testing was done using ANOVA method and mediation analysis. This study succeeded in proving that the provision of safety information and economic benefits increases the perceived value and attitude of users towards the hotel. However, there are differences between users with motivational leisure and business bookings. For leisure travelers, safety information and economic benefits have an influence on perceived value and attitude, while for business travelers, safety information has no effect on perceived value and attitude, while economic benefits only has an effect on attitude. Furthermore, attitude and perceived value have also been shown to increase booking intentions and mediate the effect of safety information transparency and economic benefits on hotel booking intentions. This research is expected to provide insight into marketing strategies for OTA business people and become a reference in developing features on hotel booking pages."