What Determines Tourist Adoption of Hotel Websites for Online Hotel Bookings? An Empirical Analysis by Taking E-Trust as a Mediator

Abstract

The online purchase through web channels regarding travel-related product services have undergone unprecedented growth. The objective of the study is to determine how information quality available on the websites of the hotels influences the intentions of customers of online bookings. Furthermore, the study also seeks to analyze how etrust as a mediator influences the customer online booking intention. A simple random sampling technique is used to collect the data with help of a questionnaire as the data collection tool to survey the customers in Delhi. The total valid sample size was 400. The framework and hypotheses were tested using PLS-SEM empirically. The paper found a significant and positive relation between information quality and online hotel booking intentions of users whereas the relation between source credibility and online hotel booking intentions were found to be insignificant. In addition, etrust partially mediates between information quality and online booking intentions through hotel websites with no mediation between source credibility and online hotel booking intentions.