THE INFLUENCE OF HOTEL REVIEW TOWARDS E-TRUST AND ITS IMPLICATION ON HOTEL BOOKING INTENTION : (AN EMPIRICAL STUDY)

Abstract

Purpose The aim of this research paper is to examine the influence of hotel review on the e-Trust as well as the implication on the customer booking intention of 5-star hotels in Jakarta

Design/methodology/approach As it is a quantitative research, this research uses questionnaires with likert from one to seven, from strongly disagree to strongly agree as its instrument. The questions are adopted from previous research. The questionnaire was distributed both online and manual to 342 respondents who have ever used the applications review of the 5-star hotels in Jakarta on the digital media such as website or mobile application. The questionnaire was validated through construct validity and reliability. Validity at the range of 0.529 to 0.894 and reliability was ranging from 0.870 to 0.878.

Findings Theoretical framework and hypotheses testing used Structural Equation Modeling, and found that 2 hypotheses of Hotel Review towards e-Trust and e-Trust towards Booking Intention are significantly influenced each other. And one of the hypothesis of Hotel Review towards Booking Intention was found not significantly influenced.

Originality/value This research is the first study that discuss The Influence of Hotel Review Towards e-Trust and Its Implication on Customer Booking Intention at 5 Stars Hotel in Jakarta. Also this research could fill the gap in the research as the basic for further research about Hotel Review.