Determinants of Customer Satisfaction in Online Booking Hotels: An Evidence from Asian Countries
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This paper documents the determinants of customer satisfaction in online hoteling booking of the foreign tourists in Asian countries. The data was gathered from the customer web-based reviews and the study employs logistic model for the estimation. The customer satisfaction is taken as a dependent variable while rental price, location, services, and quality of services are used as explanatory variables. The empirical results depict that rental price, location, and services quality and rating are significant tools to maximize customer satisfaction. Hotel authorities in Asian countries need to improve these factors and customer feedback may play a significant role in implementing the best hoteling services. These incentives will help to increase the booking incentives and ensure sufficient revenues for the hotels.Abstract
This paper documents the determinants of customer satisfaction in online hoteling booking of the foreign tourists in Asian countries. The data was gathered from the customer web-based reviews and the study employs logistic model for the estimation. The customer satisfaction is taken as a dependent variable while rental price, location, services, and quality of services are used as explanatory variables. The empirical results depict that rental price, location, and services quality and rating are significant tools to maximize customer satisfaction. Hotel authorities in Asian countries need to improve these factors and customer feedback may play a significant role in implementing the best hoteling services. These incentives will help to increase the booking incentives and ensure sufficient revenues for the hotels.
