Online Travel Industry Essay

TITLE: FACTORS INFLUENCING CUSTOMER TO USE ONLINE BOOKING

CHAPTER 1: INTRODUCTION

1.1 Background of study

Now the world are equip with varieties of technologies. Every activities, information and actions can be done immediately at customer fingertips only. The rapid growth of information system and communication technology, and internet becomes an essential tool in business. The advancement of the internet turns most of all companies into e-commerce, including the travel industries. At the beginning, the travel industries only use the traditional methods in their business. Which customers have to go to physical place of the business conduct to make a booking and arrange the travelling whether for leisure or business purposes. After the internet

Understanding the determinants of service quality, trust and customer satisfaction for online travel site is important for both marketing researchers and online travel companies’ managers. Moreover, previous studies have revealed that service quality in online environments is an important determinant of the effectiveness. Another point to add is that with the opening up of the online business worldwide in the market, the study would play a significant role to further increase the level of service quality in the online travel companies. Through this, local online travel companies will realize the importance of service quality not only as a competitive advantage too to satisfy customers but also as a mean of retaining customers, getting repeat purchases and business. For the academic perspective, this study closely related to the subject in Hospitality Industry which is Information System, E-commerce, Marketing and other. This study will review other past research regarding to the topic more detail. Hence, this study may be useful for the student to use it as references in their research for student to understand well. This may create an opportunity for future research to create a new