Factors Influencing Customers Hotel Booking and Rebooking Intention Through Hotel Aggregators or Hotel Websites

ABSTRACT

Customers prefer to book the hotels through the same site where they are more satisfied. They generally go through the hotel aggregators website or hotel website. Hotel aggregators and hotel websites are trying to attract customers. However, it depends upon several factors, like website service qualityand customer experience from the website. The study examines what factors influence customer preference for hotel booking. The study analyzed 471customers datafrom Delhi NCR, who have used the OYO app, a screening question was employed that wether they have booked the hotel room through OYO website/app. The results show that functional value, the information provided, conditional values, services quality, and services offered by the hotel aggregators attract customers to book through the hotel aggregators websites or hotel websites and also influence customers intention of rebooking from the same site. The research is useful for the tourism industries, hotel aggregators, and hotels to strategize updates in their services.

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