Moderating Effects of Trust, OTA scale, and Transaction Safety on the Relationship between Service Quality of Online Travel Agency(OTA) and Intention of Use

2020 ◽  
Vol 8 (3) ◽  
pp. 87-102
Author(s):  
Dae-Young Kwak ◽  
Keyword(s):  
Service Quality ◽  
Travel Agency ◽  
Moderating Effects ◽  
Online Travel ◽  
Online Travel Agency ◽  
The Relationship

Asymmetric relationship between customer sentiment and online hotel ratings: the moderating effects of review characteristics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaofan Lai ◽  
Fan Wang ◽  
Xinrui Wang
Keyword(s):  
Big Data ◽  
Sentiment Analysis ◽  
Travel Agency ◽  
Moderating Effects ◽  
Content Type ◽  
Analysis Methods ◽  
Sentiment Score ◽  
Online Travel ◽  
Online Travel Agency ◽  
The Relationship

Purpose Online hotel ratings, a form of electronic word of mouth (eWOM), are becoming increasingly important to tourism and hospitality management. Using sentiment analysis based on the big data technique, this paper aims to investigate the relationship between customer sentiment and online hotel ratings from the perspective of customers’ motives in the context of eWOM, and to further identify the moderating effects of review characteristics. Design/methodology/approach The authors first retrieve 273,457 customer-generated reviews from a well-known online travel agency in China using automated data crawlers. Next, they exploit two different sentiment analysis methods to obtain sentiment scores. Finally, empirical studies based on threshold regressions are conducted to establish the asymmetric relationship between customer sentiment and online hotel ratings. Findings The results suggest that the relationship between customer sentiment and online hotel ratings is asymmetric, and a negative sentiment score will exert a larger decline in online hotel ratings, compared to a positive sentiment score. Meanwhile, the reviewer level and reviews with pictures have moderating effects on the relationship between customer sentiment and online hotel ratings. Moreover, two different types of sentiment scores output by different sentiment analysis methods verify the results of this study. Practical implications The moderating effects of reviewer level and reviews with pictures offer new insights for hotel managers to make different customer service policies and for customers to select a hotel based on reviews from the online travel agency. Originality/value This paper contributes to the literature by applying big data analysis to the issues in hotel management. Based on the eWOM communication theories, this study extends previous study by providing an analysis framework for the relationship between customer sentiment and online hotel ratings from the perspective of customers’ motives in the context of eWOM.

scholarly journals Hubungan Kualitas Pelayanan Islami dan Citra Biro Perjalanan (Travel) Terhadap Keputusan Jamaah dalam Menggunakan Biro Perjalanan (Travel) Haji dan Umrah

2020 ◽  
Vol 12 (1) ◽  
pp. 39-52
Author(s):  
Indah Shoifuro ◽  
Clarashinta Canggih
Keyword(s):  
Correlation Analysis ◽  
Service Quality ◽  
Significant Relationship ◽  
Total Sample ◽  
Travel Agency ◽  
Multiple Correlation ◽  
Significant Relation ◽  
Multiple Correlation Analysis ◽  
The Relationship

This research aimed to examine the relationship between Islamic service quality and the image of travel agency toward customer decision to use Hajj and Umrah travel agency. The method used in this research was quantitative through multiple correlation analysis, with total sample of 94 person. Data collected through questionnaire used likert scale. The results of this study indicated that Islamic service quality did not show a significant relationship to the customer decision of using Hajj and Umrah travel agency, while image of the travel agency had a significant relation on the decision. However, simultaneously, quality of Islamic services and the image of travel agency had a significant relationship to the customer decision of using Hajj and Umrah travel agency. _________________________________________________________________ Penelitian ini bertujuan untuk menguji hubungan kualitas layanan Islami dan citra biro perjalanan terhadap keputusan pelanggan menggunakan biro perjalanan haji dan umrah. Metode yang digunakan dalam penelitian ini adalah kuantitatif melalui analisis korelasi ganda, dengan jumlah sampel 94 orang. Pengumpulan data dilakukan melalui kuesioner menggunakan skala likert. Hasil penelitian ini menunjukkan bahwa kualitas layanan syariah tidak menunjukkan hubungan yang signifikan terhadap keputusan pelanggan menggunakan biro perjalanan haji dan umrah, sedangkan citra biro perjalanan memiliki hubungan yang signifikan terhadap keputusan tersebut. Namun secara simultan, kualitas layanan Islami dan citra biro perjalanan memiliki hubungan yang signifikan dengan keputusan pelanggan dalam menggunakan biro perjalanan haji dan umrah.

How E-WOM motivations vary by hotel review website

2018 ◽  
Vol 30 (8) ◽  
pp. 2730-2751 ◽  
Author(s):  
Amanda Mapel Belarmino ◽  
Yoon Koh
Keyword(s):  
Service Recovery ◽  
Online Reviews ◽  
Moderating Effect ◽  
Third Party ◽  
Travel Agency ◽  
Content Type ◽  
The Us ◽  
Online Travel ◽  
Online Travel Agency ◽  
The Relationship

Purpose Based on equity theory, this paper investigates if guests write on different review websites because of different internal motivations. Furthermore, it examines the moderating effect of service’ exceeds, neutral, negative, and service recovery–on the relationship between motivations and type of website to write reviews. Design/methodology/approach To exam if the star ratings of the same hotels were significantly different across hotel, online travel agency, and third-party review websites, this study collected 12,000 star ratings from 40 hotels across the US and conducted t-tests. A survey of 1,600 US travelers was administered to uncover the motivations for writing on different websites/website combinations. Four different scenarios were used to test the moderating effect of service: exceeds, neutral, negative, and service-recovery. These responses were analyzed using backwards stepwise regression. Findings Star ratings for the same hotel do differ among the three websites; hotel is the highest and third-party is the lowest. There are seven distinct groups of guests. Guests are motivated to write reviews to balance inequitable relationships. They decide which website/website combination best improves the equity relationship. This research indicates that guests’ choice of website is based on different internal motivations. The moderating effect of the service experience was significant. Originality/value This paper contributes to the literature by examining different motivations to write online reviews by website. Prior research typically examined one website or aggregated results from multiple websites, ignoring website specific differences. This can help hoteliers to understand why initiatives to promote reviews on certain websites may be unsuccessful.

Assessing Website Quality of Online Travel Agency

2019 ◽  
Author(s):  
F. I. H. Nasution ◽  
A. K. Khairunnisa ◽  
A. A. Menawan ◽  
L. Gobel ◽  
Fahmi Ardi ◽  
...  
Keyword(s):  
Travel Agency ◽  
Website Quality ◽  
Online Travel ◽  
Online Travel Agency

scholarly journals Penentuan Faktor Prioritas Pemilihan Online Travel Agency di Wilayah Bekasi Menggunakan Metode Analytical Hierarchy Process

2020 ◽  
Vol 4 (3) ◽  
pp. 825
Author(s):  
Syifa Nur Rakhmah ◽  
Sri Wahyuningsih
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Travel Agency ◽  
Travel Agents ◽  
Quality Product ◽  
Weight Value ◽  
The Many ◽  
Online Travel ◽  
Online Travel Agency ◽  
Hierarchy Process

Online travel agent is one of the products of the advancing era that is currently booming. With the advent of online travel agents, the use of online travel in Indonesia is now beginning to be demand. The many conviences and advantages offered bya online travel, then customers are required to be keen to choose an online travel agency. This research was conductes to measure the effectivieness of online travel chosen by customers. By using the criteria in ISO 9001:2008 factors that influence customers satisifaction include Service Quality, Product Quality, Price, Situasional Quality and Personal Quality. This research was conducted on online travel customers in the City of  Bekasi area with a population of 3,013,851 inhabitants with calculations using the Slovin formula obtained a sampel size 400 respondents. The metod use is the analytical hierarchy process. The results of this study indicate that the first alternative is Traveloka eit a weight value of 1.916 or 47.6%, then Tiket.com with a weight value of 1.018 or 27.7% and finnaly Pegipegi with a weight value of 1.141 or 24.7% and for criteria the main attraction customers in chossinh online travel is Service Quality 27.7%, Procust Quality 24.1%, Price 22.9%, Personal Factor 15.5% and Situasional Factor 9.8%

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