THE INFLUENCE of INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY on CUSTOMER SATISFACTION for HOTEL ONLINE RESERVATION

摘要

© 2021 Little Lion ScientificTourism products are not just a single business service but consist of complementary products, including tourism products, travel services, hotels, and attractions. Today tourism has become one of the biggest economic boosters for the Indonesian nation. To support this, good accommodation is needed to attract them to come to Indonesia. During this covid-19 pandemic, the tourism sector is in crisis. But now, this industry tried to recover. This situation is a momentum for the hotel to provide their best service and program. This study aims to evaluate online hotel booking to get the most influenced factor and recommend to the hotel. This study is quantitative research by using DeLone and McLean model to measure the factor. The result shows some factors affected customer satisfaction such as Information Quality and Service Quality, while customers' satisfaction does not impact service quality. The result will impact the strategy and recommendation for hotel industry to focus on important factors.