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Intan Yusniza (2022)

reservation. By identifying the elements that influence client usage of online booking websites, this study can be included to help website
developers and hoteliers assess the quality of their websites. Improvements could be made to the website's quality or appearance, as well
as comparing customer perceptions across other booking channels, such as OTAs. This can help Harmoni One Hotel website performance
and hospitality services providers better understand the advantage of their competitors and better position in their own website
performance.

1.6 DEFINITION OF TERMS

Hotel brand website: Hotel chains created a website to encourage direct bookings.
Information quality: The amount to which a website may serve as a good source of information and assist a user in
obtaining current, accurate, and complete information.
E-Commerce: Computer-mediated instruments are being used to purchase and sell information, products, and
services.
Website quality: Users' assessments of a website's aspects that fulfil their needs and indicate the website's overall
superiority.
Online travel agency: E-commerce companies that specialize in providing a wide range of travel-related services and/or
products.
Purchase intention: The user's desire to develop an online information exchange relationship with a web store and conduct
online transactions with them.
Website functionality: how a user may navigate the website, get the information they're looking for, and/or buy the item
they want.
Website usability: From the user's perspective, this is a measure of whether, or not a website is effective, easy to browse,
and efficient.

2.0 LITERATURE REVIEW

The goal of this chapter is to review research on website design's effectiveness in terms of client reservation. In addition, this
chapter discusses the three dimensions of website design (quality, functionality, usability and customer trust) as well as the impact on
website performance. The website dimensions are used to assess the performance of a website and to influence client reservations. The
literature on the relationship between website quality, functionality, usability and customer trust is also reviewed in this chapter. The
internet's role in contemporary hospitality and tourism. With the internet's phenomenal growth and success, the communication
business is now migrating to an online format. The increase of public access to this media was recognized by hospitality-related
businesses, who began to promote their services and products over the internet (Au & Ekiz, 2009). Customers could look for and
purchase travel-related services directly via the internet, with no time or geographic limitations. In the past, tourism was frequently
thought to be a natural result of a territory's natural and cultural endowments. According to this viewpoint, the responsibility of the
hospitality industry is restricted to the provision of services to tourists and cannot impact demand levels. According to Le Blanc &
Nguyen (1996), marketing efforts should be focused on emphasizing the location's environmental attributes in order to attract new
customers. The profitability of a hotel with good service quality would eventually improve. Individual hoteliers must be able to please
clients better than their competitors in a competitive hospitality market that offers uniform services. To differentiate itself from
competition, hotels must achieve a high degree of client satisfaction. Client pleasure is the foundation for customer loyalty and, as a
result, a long-term connection. This increases the enterprise's loyalty stock, which improves the company's image. Relationships with
guest leads are being cemented. A dissatisfied customer, on the other hand, may pose a threat to the company.

The quality of a website plays a crucial influence in determining purchase intent. The willingness and desire of a customer to
participate in online transactions, including the process of evaluating the website's quality and information, is referred to as online buy
intention. The desire of customers to book rooms through a website is known as purchase intention in online hotel booking. At this
step of the pre-buy process, hoteliers must determine the elements that impact purchasing intent. If the positive buy intention is stronger
than the weak purchase intention, the number of purchases will rise. Potential guests can use the internet to learn more about the hotel's
amenities. Guests can also compare accommodations without having to contact the hotel or travel agents, as well as plan itineraries.
For example, Agoda.com provides tourists with a range of hotel information in a persuasive and appealing manner. Hoteliers have been
obliged to invest substantial funds and time in developing and maintaining their own direct booking websites as internet technology
has advanced. As a result, hoteliers must be aware of the elements that influence their clients' decision to book hotel accommodations
online. Hotel websites provide hotels a great opportunity to increase revenue by increasing the amount of reservations made through their
own direct booking website. Hotel websites and online travel company websites are the most common online booking methods. The
hotel website is an important tool for customers to look for hotels and make decisions about where to stay. The most influential factor
in increasing hotel sales is promotional offers on hotel websites. The online booking website should be interactive, with two-way
contact between the user and the website. The user of a website should be able to manage their own surfing experience. Furthermore,
interactive technology should be attentive to website users by offering quick responses to any questions and facilitating online
transactions.
Previously, website performance was overlooked as a source of worry. Large sums of money were spent on website construction
with little thought given to their utility in attaining specific company goals. In most cases, the hotel did not go to great lengths to
categorize their website into sections that would appeal to different types of visitors. The hotels were not well-known in this way. Hotel
reservations can be made online from inside the hotel's immediate vicinity or from another country on the continent, thanks to
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