Page 309 - MARSIUM'21 COMP OF PAPER

Intan Yusniza (2022)
1.2 PROBLEM STATEMENT

With the rapid expansion of the internet and electronic booking channels for hotels, the hotel industry and third-party
organizations needed to understand why customers choose to use the hotel website to make purchases or book reservations.
To address these challenges, the purpose of this study was to see if a three-dimensional framework about the usability,
functionality, and quality of a website's design also customer trust could help customers make reservations. In this study, the
intention to book or use was frequently used to assess the quality of websites and e-services. The process of locating hotel
availability could be automated to save time for both tourist information center and hotel personnel. We suggest a website-
based system that allows hotel employees to add listings to a central database. The personnel of the tourist information center
might then launch an application to access the database and receive data on the number of rooms available and their costs.
The tourist information office spends a significant amount of time calling hotels to confirm availability. In addition, many
smaller hotels are unable to promote their availability to visitor information centers.

1.2.1 PROBLEM DIAGNOSE

Figure 1. Fish bone

Website Website Website
Usability quality functionality

Design, Layout, Evaluation website
Contact no Quality graphic, picture performance
towards customer
reservation

activity Third party

Online Travel
Trust Agency

1.3 RESEARCH QUESTION

There were gaps in the research evaluation on the relationship between website quality, website functionality and website usability
also customer trust towards the aim of consumer reservation in the hospitality industry. The research question that guided this study
was as follows, based on the study's purpose:
i. How does Harmoni One Hotel website perform based on the quality, functionality, usability also customer trust towards the
customer reservation?
ii. How does the online travel agency influence website quality performance towards customers reservation?

1.4 RESEARCH OBJECTIVE

This paper is to study:
i. To evaluate Harmoni One Hotel website design based on website quality, functionality and usability also customer trust
among the customer reservation.
ii. To evaluate the Online Travel Agency influence on the Harmoni One Hotel website's performance.

1.5 SIGNIFICANCE OF RESEARCH

This study was supposed to contribute both academically and practically. First, this study is to evaluate the Harmoni One hotel
website performance among four dimensions of website design (quality, functionality, usability and customer trust) towards the travellers
or customer reservation. Second, to evaluate that Online Travel Agency was influencing the Harmoni One Hotel towards customer

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