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Relevance of the features regarding the performance of booking websites

Author

Listed:
  • Diana Foris

    (Transilvania University of BraÅŸov, Romania)

  • Alina Simona Tecau

    (Transilvania University of BraÅŸov, Romania)

  • Madalina Hartescu

    (Ipsos Interactive Services, Romania)

  • Tiberiu Foris

    (Transilvania University of BraÅŸov, Romania)

Abstract

Nowadays, the tourists increasingly prefer to plan their travels using online search engines, to the detriment of classical travel agencies. A well-designed and well-managed booking website can satisfy the tourists’ needs, whereas a less intuitive one can make them dissatisfied. The search engine developers cannot develop an effective and efficient booking website which satisfies the users’ needs, creates a favorable experience for them, and influences their intention to purchase, without understanding the users’ needs regarding the search engines attributes and features. This study applies a quantitative research, collects primary data, and investigates how booking websites can move from a basic to a sophisticated online presence. The aim of the analysis is to provide an insight regarding the tourists’ preferences and their interface needs, as well as the filters and the options that may help them find the most relevant results for the chosen destinations. The study develops a comprehensive performance evaluation model for booking websites using specific attributes and features of the tourism industry. This model includes usability and functionality dimensions that have been identified by analyzing six booking websites, three used at the international level (Booking, Priceline, and Hotwire) and three used only in Romania (Vola, Infoturism, and Carta), and correlated with the customers’ needs regarding booking websites and hotel website evaluation. The results are useful for booking website developers and can be used to adapt their user interfaces, making them far more user-friendly. Suggestions are made regarding how to improve the performance of booking websites and potential ways for future research are discussed.

Suggested Citation

  • Diana Foris & Alina Simona Tecau & Madalina Hartescu & Tiberiu Foris, 2020. "Relevance of the features regarding the performance of booking websites," Tourism Economics, , vol. 26(6), pages 1021-1041, September.
    • Handle: RePEc:sae:toueco:v:26:y:2020:i:6:p:1021-1041
    DOI: 10.1177/1354816619845790
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    References listed on IDEAS

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    1. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    2. Gao, Baojun & Li, Xiangge & Liu, Shan & Fang, Debin, 2018. "How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience," Tourism Management, Elsevier, vol. 65(C), pages 176-186.
    3. Cedric Hsi-Jui Wu & Hung-Jen Li & Chung-Wen Chiu, 2014. "Understanding Consumer Responses to Travel Websites from Online Shopping Value and Flow Experience Perspectives," Tourism Economics, , vol. 20(5), pages 1087-1103, October.
    4. Mummalaneni, Venkatapparao, 2005. "An empirical investigation of Web site characteristics, consumer emotional states and on-line shopping behaviors," Journal of Business Research, Elsevier, vol. 58(4), pages 526-532, April.
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    Cited by:

    1. Arturo Molina-Collado & Mar Gómez-Rico & Marianna Sigala & María Victoria Molina & Evangelina Aranda & Yolanda Salinero, 2022. "Mapping tourism and hospitality research on information and communication technology: a bibliometric and scientific approach," Information Technology & Tourism, Springer, vol. 24(2), pages 299-340, June.

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