Analysis of Online In-Destination Booking Service Processes in the Travel Industry: A Case Study
- Authors: M. Blessy Doe1, S. Dhanabagiyam2, Mohammad Irfan3
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View Affiliations Hide Affiliations1 Department of Management Studies, Sri Ramakrishna Engineering College, Coimbatore, India 2 School of Business and Management, Christ University, Bengaluru, India 3 School of Business and Management, Christ University, Bengaluru, India
- Source: Trends in Business Process Modeling and Digital Marketing: Case Studies and Emerging Technologies , pp 28-41
- Publication Date: December 2024
- Language: English
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This article presents a comprehensive analysis of the online in-destination booking service processes within the dynamic landscape of the travel industry. Utilizing a case study approach, the research investigates the various stages involved in providing travel-related services, focusing on the key players. The study employs a quantitative method to assess the information quality, system quality, service quality, customer satisfaction, and purchase intention of online in-destination booking. The research highlights the investigation of the usability of online travel booking systems and identifies the purchase intention of customers towards online travel booking websites. To address the research objectives, the participants are selected using a nonprobability sampling method. The sample size of the study is 225 from in and around Coimbatore. The sampling procedure used is convenience sampling. The sampling is selected based on convenience and accessibility to the residents. The findings reveal that there exists a significant difference in respondents' opinions on quality criteria: system quality and service quality. Additionally, the study finds that the loading time of online travel booking websites is positively correlated with quality criteria and features of travel apps. By examining a specific case within the travel sector, this study contributes valuable insights that can inform strategic decision-making for businesses operating in the online in-destination booking space. The results aim to guide industry players in enhancing their operational efficiency, leveraging technology advancements, and aligning their services with evolving customer expectations, ultimately fostering sustainable growth in the competitive travel market.
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