Page 37 - MARSIUM'21 COMP OF PAPER

THE EVALUATION ON THE HOTEL WEBSITE PERFORMANCE TOWARDS

CUSTOMERS RESERVATION ,

Intan Yusniza, Prof. Dr. Noor Hazarina Binti Hashim

Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor Bahru

*Corresponding author: yusniza@graduate.utm.my

Abstract

This study focuses on the relationship between website quality, functionality, and usability website design,

trust and even the importance of website dimension and features in influencing internet booking. Because

the internet market is growing and raising the competition, hotels' websites are an efficient strategy to
keep customers making reservations directly through the hotel's own website, such as by offering the

lowest confirmed rates, boosting loyalty, and partnering with online agents. There's no denying that hotel
distribution has shifted substantially since the internet's inception. Online travel agencies (OTAs) and

hotel websites have gained in popularity in order to reach a wider range of customers and increase revenue.

This study enables hotel industry practitioners in better positioning their own websites by exposing and
comparing the key aspects that influence customers' impressions of booking channels online.

Keywords: website quality, website functionality, website usability, Online travel agency, customer
trust.

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