scholarly journals Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor

2021 ◽  
Vol 10 (2) ◽  
pp. 72-83
Author(s):  
Putu Diana Ayu Pratiwi ◽  
I Gusti Ayu Putu Wita Indrayani ◽  
I Made Sucipta Adnyana
Keyword(s):  
Data Analysis ◽  
Alternative Methods ◽  
Hotel Management ◽  
Travel Agents ◽  
Analysis Technique ◽  
Front Office ◽  
Office Manager ◽  
Online Travel ◽  
Online Travel Agents

The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.

ONLINE TRAVEL AGENTS USE FOR SALES AND PROMOTION OF HOTEL IN KALIURANG YOGYAKARTA

2018 ◽  
Vol 12 (01) ◽  
pp. 15-28
Author(s):  
Dwi Agus Kristianto ◽  
Moch. Nur Syamsu ◽  
Aldi Wisnumurti
Keyword(s):  
Sampling Technique ◽  
Dominant Factor ◽  
Hotel Management ◽  
Self Perception ◽  
Travel Agents ◽  
Business Partners ◽  
Advantages And Disadvantages ◽  
Negative Comments ◽  
Online Travel ◽  
Online Travel Agents

Although traditional travel agents have played an important role as proxies enabling travelers to make connections with hotels, the emergence of the internet has changed the traditional relationship between hotels and travel agents. Instead of a traditional agent–principal relationship, online travel agents (OTAs) seem to act as more than just intermediaries and more as business partners or vendors. Scholars have previously observed troubled, if not hostile, relationships between hotels and OTAs. There has been a growing tendency for hotel and accommodation business worldwide to use Online Travel Agents (OTAs) to promote and sell their rooms. This research discusses the advantages and disadvantages of the promotion and sales through OTAs for hotel business in Kaliurang a famous tourism destination object in Yogyakarta. The object of the research is the hotel manager, supervisors and staff who handle the hotel promotion and sales of their accommodation business. Hotel were located in Kaliurang chosen based on cluster proportional and the informants were chosen based on purposive sampling technique. The result shows that the disadvantages in using OTAs as promotion and sales tool are rising occupancy, direct payment, and as a tool in making hotel well known worldwide. The disadvantages are decrease net sales, over booking, negative comments could downgrade the hotels rank, and OTAs make hotels website got limited traffic. The motivation of hotel managements in using OTAs is highly motivated. The dominant factor of the perception included factors in self-perception of the target, factor in the self-perception., and factors perception of situation. This research suggests to the villa management to recruit special personnel for handling OTAs as well as to manage own websites to increase the net sales. Keywords: promotion, sales, hotel management, online travel agents

scholarly journals Pengaruh saluran distribusi offline dan online travel agent dan implikasinya terhadap revenue per available room di the anvaya beach resort bali

2020 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
Putu Diah Sastri Pitanatri ◽  
Made Deny Kharisma ◽  
I Dewa Putu Hendri Pramana
Keyword(s):  
Distribution Channel ◽  
Distribution Channels ◽  
Coefficient Of Determination ◽  
Hotel Management ◽  
Travel Agent ◽  
Travel Agents ◽  
Beach Resort ◽  
Online Travel ◽  
Online Travel Agents ◽  
Research Show

Abstrak Ketatnya persaingan yang terjadi dan mulai terdisrupsinya pasar Offline Travel Agent oleh Online Travel Agent menuntut pihak manajemen hotel mempertimbangkan secara selektif saluran distribusi mana yang harus dimaksimalkan guna meraih kinerja pendapatan kamar yang baik melalui Revenue per Available Room. Penelitian ini bertujuan untuk mengetahui dan mengkaji bagaimana pengaruh penjualan kamar melalui saluran distribsui Offline Travel Agent dan Online Travel Agent secara parsial maupun simultan terhadap Revenue per Available Room. Hasil penelitian secara parsial dan simultan menunjukan bahwa saluran distribusi Offline Travel Agent dan Online Travel Agent berpengaruh positif (searah) dan signifikan terhadap Revenue per Available Room (RevPar). Hasil analisis koefisien determinasi menunjukkan bahwa nilai R2 para variabel saluran distribusi Offline Travel Agent sebesar 0,765 atau jika diinterpretasikan sebesar 76,5% dengan kontribusi yang kuat. Pada salurah distribusi Online Travel Agent nilai R2 sebesar 0,836 atau sebesar 83,6% dengan kontribusi yang sangat kuat. Sementara secara simultan nilai R2 sebesar 0,865 menunjukkan bahwa 86,5% variabel Revenue per Available Room dapat dijelaskan melalui kedua variabel bebas tersebut, sedangkan sisanya sebesar 13,5% dijelaskan oleh variabel lain diluar variabel penelitian. Sebagai kesimpulannya saluran distribusi Offline Travel Agent dan Online Travel Agent memiliki pengaruh dan kontribusi terhadap Revenue per Available Room, namun pengaruh dan kontribusi lebih besar dihasilkan oleh saluran distribusi Online Travel Agent.   Kata kunci: Saluran Distribusi, Offline Travel Agent, Online Travel Agent, dan Revenue per Available Room.   Abstract The competition that occurs and the disruption of the Offline Travel Agent market by Online Travel Agents demanding the hotel management to consider selectively which distribution channels should be maximized in order to achieve good room revenue performance through Revenue per Available Room. This study aims to find out and examine how the influence of room sales through Offline Travel Agent and Online Travel Agent distribution channels partially or simultaneously to Revenue per Available Room (RevPar). The results of the partial and simultaneous research show that the Offline Travel Agent and Online Travel Agent distribution channels have a positive (unidirectional) and significant effect on Revenue per Available Room. The results of the coefficient of determination analysis show that the R2 value of the Offline Travel Agent distribution channel variable is 0.765 or if interpreted at 76.5% with a strong contribution. On the line of Online Travel Agent distribution R2 value is 0.836 or 83.6% with a very strong contribution. While simultaneously the R2 value of 0.865 shows that 86.5% of the Revenue variable per Available Room can be explained through the two independent variables, while the remaining 13.5% is explained by other variables outside the research variable. In conclusion, Offline Travel Agent and Online Travel Agent distribution channels have influence and contribution to Revenue per Available Room, but greater influence and contribution is generated by the Online Travel Agent distribution channel.   Keywords: Distribution Channels, Offline Travel Agent, Online Travel Agent, and Revenue per Available Room.  

Web Scraping for Hospitality Research: Overview, Opportunities, and Implications

2020 ◽  
pp. 193896552097358
Author(s):  
Saram Han ◽  
Christopher K. Anderson
Keyword(s):  
Data Sources ◽  
Analytical Models ◽  
Online Data ◽  
Travel Agents ◽  
Web Scraping ◽  
Travel Services ◽  
New Research ◽  
Online Travel ◽  
Online Travel Agents ◽  
Tools And Methods

As consumers increasingly research and purchase hospitality and travel services online, new research opportunities have become available to hospitality academics. There is a growing interest in understanding the online travel marketplace among hospitality researchers. Although many researchers have attempted to better understand the online travel market through the use of analytical models, experiments, or survey collection, these studies often fail to capture the full complexity of the market. Academics often rely upon survey data or experiments owing to their ease of collection or potentially to the difficulty in assembling online data. In this study, we hope to equip hospitality researchers with the tools and methods to augment their traditional data sources with the readily available data that consumers use to make their travel choices. In this article, we provide a guideline (and Python code) for how to best collect/scrape publicly available online hotel data. We focus on the collection of online data across numerous platforms, including online travel agents, review sites, and hotel brand sites. We outline some exciting possibilities regarding how these data sources might be utilized, as well as discuss some of the caveats that have to be considered when analyzing online data.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

2020 ◽  
Vol 2 (2) ◽  
pp. 133-151
Author(s):  
Ni Luh Indiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Travel Agent ◽  
Travel Agents ◽  
Insignificant Effect ◽  
Customer Trust ◽  
Online Travel ◽  
Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

scholarly journals Pengaruh Online Travel Agent terhadap Pemesanan Kamar di Hotel Mutiara Malioboro Yogyakarta

Media Wisata ◽  
2021 ◽  
Vol 17 (1) ◽  
Author(s):  
Lutfi Hendriyati
Keyword(s):  
Management Support ◽  
Travel Agent ◽  
Travel Agents ◽  
Competitive Prices ◽  
Technological Developments ◽  
The Mind ◽  
Online Travel ◽  
Occupancy Rates ◽  
Online Travel Agents

Technological developments and can change the mind and desires of guests in booking hotel rooms. Online travel agents are one of the most advanced products that are currently booming, and also for changes room reservation to be direct or go shows switching to using online travel agents. The purpose of this study was to know information why the guest booking room directly going to online travel agents, in order to improve the e-commerce effort of services to maintain guests while still choosing Mutiara Malioboro Hotel Yogyakarta as a place to stay. Research is an online travel agent that can increase hotel occupancy rates because they are accessible, efficient and effective at competitive prices, as well as hotel costs with sales costs, fees and employee usage fees. Management support in OTA is also needed in an effort to increase the number of orders through OTA.

scholarly journals Customer Preferences and Opaque Intermediaries

2017 ◽  
Vol 58 (4) ◽  
pp. 342-353 ◽  
Author(s):  
Xiaoqing (Kristine) Xie ◽  
Chris K. Anderson ◽  
Rohit Verma
Keyword(s):  
Consumer Preferences ◽  
Distribution Channel ◽  
Multinomial Logit Model ◽  
Price Sensitivity ◽  
Travel Agents ◽  
Customer Preferences ◽  
Trade Offs ◽  
Selling Strategies ◽  
Online Travel ◽  
Online Travel Agents

Using two choice-based experiments, we evaluate consumer preferences hotel attributes for firms selling hotel rooms across three online distribution channel formats: full information, semi-opaque, and opaque online travel agents. A multinomial logit model is used to analyze the experimental data and measure consumer trade-offs between price and other product attributes. We then use these preferences to determine optimal channel selling strategies. Our optimal channel strategies illustrate under what conditions firms should add opaque distribution channels and the resulting incremental revenue obtained with the setting of optimal channel specific prices. We deploy two choice-based experiments, traditional and menu-based, in an effort to add flexibility to survey respondents in choice selection. As part of our analysis, we compare managerial insights from analysis based on traditional choice-based experiments to that using menu-based choice experiments. In general, we indicate that both forms of opaque selling increase firm demand and that with appropriate pricing can also increase firm revenue. In addition, opaque channels have elevated price sensitivity and increased impact of guest reviews versus traditional online travel agents.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI WISATAWAN DALAM MELAKUKAN PEMESANAN AKOMODASI MELALUI ONLINE TRAVEL AGENTS DI KAWASAN WISATA UBUD

Jurnal IPTA ◽  
2019 ◽  
Vol 7 (2) ◽  
pp. 155
Author(s):  
Putu Agus Wikanatha Sagita ◽  
I Made Kusuma Negara
Keyword(s):  
Price Competition ◽  
Descriptive Analysis ◽  
Dominant Factor ◽  
Literature Study ◽  
Quantitative Descriptive Analysis ◽  
Travel Agents ◽  
Quantitative Descriptive ◽  
Study Techniques ◽  
Online Travel ◽  
Online Travel Agents

This study aims to (1) Identifying the characteristics of tourists who have booked accommodation through Online Travel Agents in Ubud Tourist Area, (2) Identifying factors that encourage tourists to book accommodation through Online Travel Agents in Ubud Tourist Area , (3) Identifying what is the most dominant factor encouraging tourists to book accommodation through Online Travel Agents in Ubud Tourist Area. Data in this study was conducted with observation, interview, questionnaire and literature study techniques. Data analysis technique used is quantitative descriptive analysis and factor analysis. The characteristics of respondents in this study based on age are dominated by tourists with an age range of 21-30 years, which is 53.3% or with a total of 96 people. Based on the length of stay dominated by tourists who stay 1-4 days, which is 57.8% or with a total of 104 people. The Online Travel Agent most used by respondents is booking.com, which is 48.9% or used by 88 people. Based on the analysis of factors produced four factors that influence tourists who book accommodations through online travel agents in the Ubud Tourist Area, namely 1) Efficiency factors: (a) Saving Energy, (b) Saving Time, (c) Shopping every time. 2) Preference Factors: (a) Economical, (b) Product Use, (c) Price Competition, and (d) References. 3) Psychological Factors: (a) Learning, (b) Perception, (c) Motivation, and (d) Facilities and Infrastructure. 4) Trust Factors: (a) Trust in the Internet, (b) Trust in Applications, and (c) Security Perceptions.

Rankings of Online Travel Agents, Channel Pricing, and Consumer Protection

2020 ◽  
Vol 39 (1) ◽  
pp. 92-116 ◽  
Author(s):  
Matthias Hunold ◽  
Reinhold Kesler ◽  
Ulrich Laitenberger
Keyword(s):  
Consumer Protection ◽  
Travel Agents ◽  
Online Travel ◽  
Online Travel Agents
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