1 Symbiosis International (Deemed University), Pune, Maharashtra, India
2 Symbiosis Institute of Business Management (SIBM Pune), Symbiosis International (Deemed University), Pune, Maharashtra, India
Creative Commons Non Commercial CC BY-NC: This article is distributed under theterms of the Creative Commons Attribution-NonCommercial 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits non-Commercial use, reproduction and distribution of the work without further permission provided the original work is attributed.
This study aims to review tourism and hospitality management research on online satisfaction, offline satisfaction and booking intentions published in numerous recognised tourism and hospitality journals from 2000 to 2023. This article studied and reviewed 62 published articles that emerged in the past 22 years in selected top 10 tourism, leisure and hospitality journals. Various variables influencing customer satisfaction, that is, online satisfaction and offline satisfaction leading to the intention to book a hotel online, were identified based on the previous studies. A conceptual model is proposed, which can be empirically tested while conducting future studies in the tourism and hospitality sector, specifically with respect to hotel booking intention. This study offers a conceptual framework for the antecedents used to measure online and offline satisfaction while booking a hotel online. The study ascertained information quality, system quality and service quality as independent variables to measure online satisfaction and perceived values like perceived functional value, emotional value, social value, and monetary value as independent variables to measure offline satisfaction. This study provides a detailed literature review on hotel booking intention and variables that influence overall satisfaction, that is, online and offline satisfaction published in specific hospitality and tourism journals over the past 22 years.
Online satisfaction, offline satisfaction, hotel booking intention, literature review
Agag, G., & El-Masry, A. A. (2016). Understanding the determinants of hotel booking intentions and moderating role of habit. International Journal of Hospitality Management, 54, 52–67. https://doi.org/10.1016/j.ijhm.2016.01.007
Agag, G. M., Khashan, M. A., Colmekcioglu, N., Almamy, A., Alharbi, N. S., Eid, R., Shabbir, H., & Abdelmoety, Z. H. S. (2020). Converting hotels website visitors into buyers: How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions. Information Technology and People, 33(1), 129–159. https://doi.org/10.1108/ITP-12-2017-0446
Ahn, J., & Back, K. J. (2019). Cruise brand experience: Functional and wellness value creation in tourism business. International Journal of Contemporary Hospitality Management, 31(5), 2205–2223. https://doi.org/10.1108/IJCHM-06-2018-0527
Akhoondnejad, A. (2015). Analyzing the pre-travel, on-travel, and post-travel behaviors of iran’s first-time visitors. Journal of Travel and Tourism Marketing, 32(8), 1023–1033. https://doi.org/10.1080/10548408.2014.957796
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213–228. https://doi.org/10.1108/JHTT-02-2016-0010
Ali, F., Hussain, K., Konar, R., & Jeon, H. M. (2017). The effect of technical and functional quality on guests’ perceived hotel service quality and satisfaction: A SEM-PLS analysis. Journal of Quality Assurance in Hospitality and Tourism, 18(3), 354–378. https://doi.org/10.1080/1528008X.2016.1230037
Anand, K., Arya, V., Suresh, S., & Sharma, A. (2023). Quality dimensions of augmented reality-based mobile apps for smart-tourism and its impact on customer satisfaction & reuse intention. Tourism Planning & Development, 20(2), 236–259. https://doi.org/10.1080/21568316.2022.2137577
Back, R. M., Park, J. Y., Bufquin, D., Nutta, M. W., & Lee, S. J. (2020). Effects of hotel website photograph size and human images on perceived transportation and behavioral intentions. International Journal of Hospitality Management, 89(April), 102545. https://doi.org/10.1016/j.ijhm.2020.102545
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391–402. https://doi.org/10.1016/j.ijhm.2007.10.008
Bao, L. (2017). The impact of service innovation of online brand community on community satisfaction: Experience value as mediator. 2017 3rd International Conference on Information Management, ICIM 2017, 313–316. https://doi.org/10.1109/INFOMAN.
2017.7950399
Belver-Delgado, T., San-Martín, S., & Hernández-Maestro, R. M. (2020). The influence of website quality and star rating signals on booking intention: Analyzing the moderating effect of variety seeking. Spanish Journal of Marketing - ESIC, Vol. ahead-of-p No. ahead-of-print. https://doi.org/10.1108/sjme-09-2019-0076
Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85–89.
Bhatiasevi, V., & Yoopetch, C. (2015). The determinants of intention to use electronic booking among young users in Thailand. Journal of Hospitality and Tourism Management (Elsevier), 23, 1–11. https://doi.org/10.1016/j.jhtm.2014.12.004
Bi, J. W., Liu, Y., Fan, Z. P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management, Elsevier Ltd, 77(September 2019), 104006. https://doi.org/10.1016/j.tourman.2019.104006
Cao, D., Sun, Y., Goh, E., Wang, R., & Kuiavska, K. (2022). Adoption of smart voice assistants technology among Airbnb guests: A revised self-efficacy-based value adoption model (SVAM). International Journal of Hospitality Management, 101, 103124. https://doi.org/10.1016/j.ijhm.2021.103124
Carlson, J., Rahman, M. M., Taylor, A., & Voola, R. (2019). Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media. Journal of Retailing and Consumer Services, Elsevier Ltd, 46(April 2017), 149–162. https://doi.org/10.1016/j.jretconser.2017.10.002
Chan, I. C. C., Lam, L. W., Chow, C. W. C., Fong, L. H. N., & Law, R. (2017). The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity. International Journal of Hospitality Management, Elsevier Ltd, 66, 54–65. https://doi.org/10.1016/j.ijhm.2017.06.007
Chang, H. S. (2008). Increasing hotel customer value through service quality cues in Taiwan. Service Industries Journal, 28(1), 73–84. https://doi.org/10.1080/02642060701725537
Chang, L. L., Backman, K. F., & Huang, Y. C. (2014). Creative tourism: A preliminary examination of creative tourists’ motivation, experience, perceived value and revisit intention. International Journal of Culture, Tourism, and Hospitality Research, 8(4), 401–419. https://doi.org/10.1108/IJCTHR-04-2014-0032
Chang, Y. W., Hsu, P. Y., & Lan, Y. C. (2019). Cooperation and competition between online travel agencies and hotels. Tourism Management, Elsevier, 71(August 2018), 187–196. https://doi.org/10.1016/j.tourman.2018.08.026
Chen, A., & Peng, N. (2014). Examining Chinese consumers’ luxury hotel staying behavior. International Journal of Hospitality Management, Elsevier Ltd, 39, 53–56. https://doi.org/10.1016/j.ijhm.2014.01.002
Chen, X., Goodman, S., Bruwer, J., & Cohen, J. (2016). Beyond better wine: The impact of experiential and monetary value on wine tourists’ loyalty intentions. Asia Pacific Journal of Tourism Research, 21(2), 172–192. https://doi.org/10.1080/10941665.2015.
1029955
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187–203. https://doi.org/10.1108/IJQSS-09-2017-0081
Chiang, C.-F., & Jang, S. (2006). The effects of perceived price and brand image on value and purchase intention: Leisure travelers’ attitudes toward online hotel booking. Journal of Hospitality Leisure Marketing, 15(3), 49–69. https://doi.org/10.1300/J150v15n03
Chiang, C.-F., & Jang, S. (2007). The effects of perceived price and brand image on value and purchase intention: Leisure travelers? Attitudes toward online hotel booking. Journal of Hospitality and Leisure Marketing, 15(3), 49–69. https://doi.org/10.1300/J150v15n03_04
Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International Journal of Management & Information Systems, 19(1), 7763–7769. https://doi.org/10.1021/acs.inorgchem.8b00815
Choi, E. J., & Kim, S. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Chung, N., Lee, H., Lee, S. J., & Koo, C. (2015). The influence of tourism website on tourists’ behavior to determine destination selection: A case study of creative economy in Korea. Technological Forecasting and Social Change, Elsevier Inc., 96, 130–143. https://doi.org/10.1016/j.techfore.2015.03.004
Confente, I., & Vigolo, V. (2018). Online travel behaviour across cohorts: The impact of social influences and attitude on hotel booking intention. International Journal of Tourism Research, 20(5), 660–670. https://doi.org/10.1002/jtr.2214
Dedeo?lu, B. B., Bal?kç?o?lu, S., & Küçükergin, K. G. (2015). The role of tourists? value perceptions in behavioral intentions: The moderating effect of gender. Journal of Travel & Tourism Marketing, (September), 0–22. https://doi.org/10.1080/10548408.
2015.1064062
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Dreheeb, A. E., Basir, N., & Fabil, N. (2016). Impact of system quality on users’ satisfaction in continuation of the use of e-learning system. International Journal of E-Education, e-Business, e-Management and e-Learning, 6(1), 13–20. https://doi.org/10.17706/ijeeee.2016.6.1.13-20
Du, T., Zhang, C., & Wang, M. (2020). Customer satisfaction: What should business hotels care about? Proceedings of the 2020 2nd International Conference on Economic Management and Cultural Industry (ICEMCl 2020) Customer, 155(ICEMCl),387–390. https://doi.org/10.2991/aebmr.k.201128.075
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, Elsevier Ltd, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Emir, A., Halim, H., Hedre, A., Abdullah*, D., Azmi, A., & Kamal, S. B. M. (2016). Factors influencing online hotel booking intention: A conceptual framework from stimulus-organism-response perspective. International Academic Research Journal of Business and Technology, 2(2), 129–134.
Essawy, M. (2019). The impacts of e-atmospherics on emotions and on the booking intentions of hotel rooms. Tourism and Hospitality Research, 19(1), 65–73. https://doi.org/10.1177/1467358417692393
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. https://doi.org/10.1016/j.tourman.2004.12.002
Gao, G., & Bi, J. (2021). Hotel booking through online travel agency : Optimal Stackelberg strategies under customer-centric payment service. Annals of Tourism Research, Elsevier Ltd, 86(November 2020), 103074. https://doi.org/10.1016/j.annals.2020.103074
Gao, L., Bai, X., & Park, A. (Tony). (2017). Understanding Sustained Participation in Virtual Travel Communities from the Perspectives of Is Success Model and Flow Theory, Journal of Hospitality and Tourism Research, Vol. 41. https://doi.org/10.1177/1096348014563397
Gao, Y., & Mattila, A. S. (2014). Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive. International Journal of Hospitality Management, Elsevier Ltd, 42, 20–31. https://doi.org/10.1016/j.ijhm.2014.06.003
Gardiner, S., King, C., & Grace, D. (2013). Travel decision making: An empirical examination of generational values, attitudes, and intentions. Journal of Travel Research, 52(3), 310–324. https://doi.org/10.1177/0047287512467699
Ghazali, M. S. (2021). Hotel website quality influence on customer purchase intention. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 13(1), 110–122.
Gürkut, C., & Nat, M. (2018). Important factors affecting student information system quality and satisfaction. Eurasia Journal of Mathematics, Science and Technology Education, 14(3), 923–932. https://doi.org/10.12973/ejmste/81147
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, Elsevier, 70(November 2017), 75–84. https://doi.org/10.1016/j.ijhm.2017.10.024
Han, H., Lee, J. H. (Jay), & Hwang, J. (2018). A study of brand prestige in the casino industry: The moderating role of customer involvement. Tourism and Hospitality Research, 18(1), 96–106. https://doi.org/10.1177/1467358415627302
Handayani, P. W., Hidayanto, A. N., Pinem, A. A., Hapsari, I. C., Sandhyaduhita, P. I., & Budi, I. (2017). Acceptance model of a Hospital Information System. International Journal of Medical Informatics, Elsevier Ireland Ltd, 99, 11–28. https://doi.org/10.1016/j.ijmedinf.2016.12.004
Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2017). Service quality perception’s effect on customer satisfaction and repurchase intention. European Business & Management, 3(3), 37–46. https://doi.org/10.11648/j.ebm.20170303.11
Israel, K., Zerres, C., & Tscheulin, D. K. (2019). Presenting hotels in virtual reality: does it influence the booking intention? Journal of Hospitality and Tourism Technology, 10(3), 473–493. https://doi.org/10.1108/JHTT-03-2018-0020
Kaynama, S. A., & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63–88. https://doi.org/10.1300/J090v21n01
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Kim, H. J., Park, J., Kim, M. J., & Ryu, K. (2013). Does perceived restaurant food healthiness matter? Its influence on value, satisfaction and revisit intentions in restaurant operations in South Korea. International Journal of Hospitality Management, Elsevier Ltd, 33(1), 397–405. https://doi.org/10.1016/j.ijhm.2012.10.010
Kim, K., & Park, D. (2016). Relationships among perceived value , satisfaction , and loyalty: Community-based ecotourism in Korea. Journal of Travel & Tourism Marketing, 8408(March). https://doi.org/10.1080/10548408.2016.1156609
Kim, S., Ham, S., Moon, H., Chua, B., & Han, H. (2018). Experience, brand prestige, perceived value (functional , hedonic , social , and financial), and loyalty among GROCERANT customers. International Journal of Hospitality Management, Elsevier, (June), 0–1. https://doi.org/10.1016/j.ijhm.2018.06.026
Kirillova, K., & Chan, J. (2018). ‘What is beautiful we book’: Hotel visual appeal and expected service quality. International Journal of Contemporary Hospitality Management, 30(3), 1788–1807. https://doi.org/10.1108/IJCHM-07-2017-0408
Kwok, L., Xie, K. L., & Richards, T. (2017). Thematic framework of online review research: A systematic analysis of contemporary literature on seven major hospitality and tourism journals. International Journal of Contemporary Hospitality Management, 29(1), 307–354. https://doi.org/10.1108/IJCHM-11-2015-0664
Ladeira, W. J., de Santini, F. O., Araujo, C. F., & Sampaio, C. H. (2016). A meta-analysis of the antecedents and consequences of satisfaction in tourism and hospitality. Journal of Hospitality Marketing and Management, 25(8), 975–1009. https://doi.org/10.1080/19368623.2016.1136253
Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions , attitudes , trust , and website perceptions. International Journal of Hospitality Management, Elsevier Ltd, 46, 36–45. https://doi.org/10.1016/j.ijhm.2015.01.010
Law, R. (2019). Evaluation of hotel websites: Progress and future developments. International Journal of Hospitality Management, Elsevier, 76, 2–9, https://doi.org/10.1016/j.ijhm.2018.06.005
Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, Elsevier Ltd, 31(3), 297–313. https://doi.org/10.1016/j.tourman.2009.11.007
Lee, J., Lee, H., & Chung, N. (2020). The impact of customers’ prior online experience on future hotel usage behavior. International Journal of Hospitality Management, Elsevier Ltd, 91(August), 102669. https://doi.org/10.1016/j.ijhm.2020.102669
Lee, J. S., Lee, C. K., & Choi, Y. (2011). Examining the role of emotional and functional values in festival evaluation. Journal of Travel Research, 50(6), 685–696. https://doi.org/10.1177/0047287510385465
Lee, S., & Phau, I. (2018). Young tourists’ perceptions of authenticity, perceived value and satisfaction: The case of Little India, Singapore. Young Consumers, 19(1), 70–86. https://doi.org/10.1108/YC-07-2017-00714
Lin, C., Wu, H., & Chang, Y. (2011). The critical factors impact on online customer satisfaction. Procedia Computer Science, Elsevier, 3, 276–281. https://doi.org/10.1016/
j.procs.2010.12.047
Liu, J. N. K., & Zhang, E. Y. (2014). An investigation of factors affecting customer selection of online hotel booking channels. International Journal of Hospitality Management, 39, 71–83. https://doi.org/10.1016/j.ijhm.2014.01.011
Liu, Y., Li, Q., Edu, T., & Negricea, I. C. (2023). Exploring the continuance usage intention of travel applications in the case of Chinese tourists. Journal of Hospitality and Tourism Research, 47(1), 6–32. https://doi.org/10.1177/1096348020962553
Ma, J., & Law, R. (2009). Components of tourism research: Evidence from annals of tourism research. Anatolia, 20(1), 62–74. https://doi.org/10.1080/13032917.2009.10518895
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites’ attributes on e-satisfaction and e-loyalty: A case of American travellers’ to Jordan. International Journal of Web Based Communities, 16(1), 4–33. https://doi.org/10.1504/IJWBC.2020.105124
Marinkovic, V., & Kalinic, Z. (2017). Antecedents of customer satisfaction in mobile commerce: Exploring the moderating effect of customization. Online Information Review, 41(2). https://doi.org/10.1108/oir-05-2014-002
Masri, N. W., You, J. J., Ruangkanjanases, A., Chen, S. C., & Pan, C. I. (2020). Assessing the effects of information system quality and relationship quality on continuance intention in e-tourism. International Journal of Environmental Research and Public Health, 17(1). https://doi.org/10.3390/ijerph17010174
Melián-González, S., & Bulchand-Gidumal, J. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30–37. https://doi.org/10.1016/j.tourman.2015.09.005
Melo, A., Hernández-Maestro, R. M., & Muñoz-Gallego, P. A. (2017). Service quality perceptions, online visibility, and business performance in rural lodging establishments. Journal of Travel Research, 56(2), 250–262. https://doi.org/10.1177/00472875
16635822
Menard, R. (2016). Analysing social values in identification; a framework for research on the representation and implementation of values. Journal for the Theory of Social Behaviour, 46(2), 122–142. https://doi.org/10.1111/jtsb.12087
Molinillo, S., Liébana-Cabanillas, F., Anaya-Sánchez, R., & Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism Management, 65, 116–130. https://doi.org/10.1016/j.tourman.2017.09.021
Noronha, A. K., & Rao, P. S. (2017). Effect of website quality on customer satisfaction and purchase intention in online travel ticket booking websites. Management, 7(5), 168–173. https://doi.org/10.5923/j.mm.20170705.02
Nusair, K. K., & Kandampully, J. (2008). The antecedents of customer satisfaction with online travel services: A conceptual model. European Business Review, 20(1), 4–19. https://doi.org/10.1108/09555340810843663
Ozturk, A. B., Bilgihan, A., Nusair, K., & Okumus, F. (2016). What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience. International Journal of Information Management, 36(6), 1350–1359. https://doi.org/10.1016/j.ijinfomgt.2016.04.005
Ozturk, A. B., Nusair, K., Okumus, F., & Hua, N. (2016). The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management, Elsevier Ltd, 57, 106–115. https://doi.org/10.1016/j.ijhm.2016.06.007
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Park, K., Ha, J., & Park, J. Y. (2017). An experimental investigation on the determinants of online hotel booking intention. Journal of Hospitality Marketing and Management, 26(6), 627–643. https://doi.org/10.1080/19368623.2017.1284631
Park, Y. A., & Gretzel, U. (2007). Success factors for destination marketing web Sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46–63. https://doi.org/10.1177/0047287507302381
Pelsmacker, P., Tilburg, S., & Holthof, C. (2018). Digital marketing strategies, online reviews and hotel performance. International Journal of Hospitality Management, Elsevier, 72(July 2017), 47–55. https://doi.org/10.1016/j.ijhm.2018.01.003
Phuong, N. D. N., & Trang, T. D. tran. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: A PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: A revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35. https://doi.org/10.1108/IJCHM-04-2015-0167
Prebensen, N. K., & Rosengren, S. (2016). Experience value as a function of hedonic and utilitarian dominant services. International Journal of Contemporary Hospitality Management, 28(1), 113–135. https://doi.org/10.1108/IJCHM-02-2014-0073
Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 175–199. https://doi.org/10.1108/09596111211206141
Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: A systematic literature review. Tourism and Hospitality Management, 24(1), 151–183. https://doi.org/10.20867/thm.24.1.3
Sánchez, J., Callarisa, L., Rodríguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394–409. https://doi.org/10.1016/j.tourman.2004.11.007
Shah, H. J., & Attiq, S. (2016). Impact of technology quality, perceived ease of use and perceived usefulness in the formation of consumer’s satisfaction in the context of e-learning. Abasyn Journal of Social Sciences, 9(1), 124–140.
Shaikh, A. A., & Khan, N. R. (2013). Impact of service quality on customer satisfaction in hotel industry. IOSR Journal Of Humanities And Social Science, 18(5), 39–44. https://doi.org/10.9790/0837-1853944
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values: Discovery service for air force institute of technology. Journal of Business Research, 22(2), 159–170.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, Elsevier Ltd, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, Elsevier, 104(August), 333–339. https://doi.org/10.1016/j.jbusres.2019.07.039
Sun, S., Fong, D. K. C., Law, R., & He, S. (2017). An updated comprehensive review of website evaluation studies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 29(1), 355–373. https://doi.org/10.1108/IJCHM-12-2015-0736
Sweeneya, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(3), 203–220.
Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Why do people purchase from online travel agencies (OTAs)? A consumption values perspective. International Journal of Hospitality Management, Elsevier, 88(September 2019), 102534. https://doi.org/10.1016/j.ijhm.2020.102534
Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry A preliminary test of a holistic model. International Hospitality Review, 32, 26–45. https://doi.org/10.1108/IHR-06-2018-0002
Touni, R., Kim, W. G., Haldorai, K., & Rady, A. (2022). Customer engagement and hotel booking intention: The mediating and moderating roles of customer-perceived value and brand reputation. International Journal of Hospitality Management, 104, 103246. https://doi.org/10.1016/j.ijhm.2022.103246
Tran, L. T. T., Pham, L. M. T., & Le, L. T. (2019). E-satisfaction and continuance intention: The moderator role of online ratings. International Journal of Hospitality Management, Elsevier, 77(June), 311–322. https://doi.org/10.1016/j.ijhm.2018.07.011
Ullah, I., Rukh, G., Zhou, J., Khan, F. U., & Ahmed, Z. (2019). Modeling customer satisfaction in online hotel booking. Journal of Retailing and Consumer Services, Elsevier Ltd, 48(December 2018), 100–104. https://doi.org/10.1016/j.jretconser.2019.01.012
Vayghan, S., Baloglu, D., & Baloglu, S. (2022). The impact of utilitarian, social and hedonic values on hotel booking mobile app engagement and loyalty: A comparison of generational cohorts. Journal of Hospitality and Tourism Insights, Emerald Publishing Limited, Vol. ahead-of-p No. ahead-of-print. https://doi.org/10.1108/JHTI-06-2022-0229
Vladimirov, Z. (2012). Customer satisfaction with the Bulgarian tour operators and tour agencies’ websites. Tourism Management Perspectives, Elsevier Ltd, 4, 176–184. https://doi.org/10.1016/j.tmp.2012.07.003
Waheed, N., & Hassan, Z. (2016). Influence of customer perceived value on tourist satisfaction and revisit intention: A study on guesthouses in Maldives. International Journal of Accounting and Business Management, 4(1), 98–119. https://doi.org/10.24924/ijabm/2016.04/v4.iss1/98.119
Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online booking intentions: eTrust as a mediator. International Journal of Hospitality Management, 47, 108–115. https://doi.org/10.1016/j.ijhm.2015.03.012
Wang, W., Ying, S., Mejia, C., Wang, Y., Qi, X., & Chan, J. H. (2020). Independent travelers’ niche hotel booking motivations: The emergence of a hybrid cultural society. International Journal of Hospitality Management, Elsevier, 89(May), 102573. https://doi.org/10.1016/j.ijhm.2020.102573
Wen, I. (2012). An empirical study of an online travel purchase intention model. Journal of Travel and Tourism Marketing, 29(1), 18–39. https://doi.org/10.1080/10548408.2012.638558
Wong, J., & Law, R. (2005). Analysing the intention to purchase on hotel websites: A study of travellers to Hong Kong. International Journal of Hospitality Management, 24(3), 311–329. https://doi.org/10.1016/j.ijhm.2004.08.002
Wu, H. C., Cheng, C. C., & Ai, C. H. (2018). A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Managemenat, Elsevier Ltd, 66, 200–220. https://doi.org/10.1016/j.tourman.2017.12.011
Wu, H. C., Li, M. Y., & Li, T. (2018). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. Journal of Hospitality and Tourism Research, 42. https://doi.org/10.1177/1096348014563396
Xu, J. D., Benbasat, I., & Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: An empirical test in the E-service context. MIS Quarterly: Management Information Systems, 37(3), 777–794. https://doi.org/10.25300/MISQ/2013/37.3.05
Xu, X., & Schrier, T. (2019). Hierarchical effects of website aesthetics on customers’ intention to book on hospitality sharing economy platforms. Electronic Commerce Research and Applications, Elsevier, 35(May), 100856. https://doi.org/10.1016/j.elerap.2019.100856
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
Zhao, Y., Yin, K., Shen, H., Duan, X., & Huang, S. (2020). The influence of tourists ’ perceived value and demographic characteristics on the homestay industry: A study based on social stratification theory. Journal of Hospitality and Tourism Management, Elsevier Ltd, 45(October), 479–485. https://doi.org/10.1016/j.jhtm.2020.10.012
Zhu, Y., & Chen, H. (2012). Service fairness and customer satisfaction in internet banking: Exploring the mediating effects of trust and customer value. Internet Research, 22(4), 482–498. https://doi.org/10.1108/10662241211251006