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Eunike Halim
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Economics, Econometrics & Finance

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GAP ANALYSIS OF TRAVELOKA.COM: HOTEL CONSUMERS’ EXPECTATIONS AND PERCEPTIONS OF THE WEBSITE Fransisca Andreani; Gabriella Winata; Eunike Halim
Jurnal Manajemen dan Kewirausahaan Vol. 20 No. 1 (2018): MARCH 2018
Publisher : Management Study Program, Faculty of Business and Economics, Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (521.657 KB) | DOI: 10.9744/jmk.20.1.31-37

Abstract

Traveloka.com is one of the famous online travel agents to make hotel reservation in Indonesia. Consumers making online hotel reservation can sometimes find that the performance of the website does not meet their needs. This study is to analyze the gap between hotel consumer expectations and perceptions on the website dimensions of traveloka.com. It is a quantitative method with 150 respondents who made hotel re­ser­vations through traveloka.com. The analysis techniques used are mean test and paired t-test. The results show that there are significant gaps between consumer expectations and perceptions on the website dimensions of traveloka.com. The biggest gap is on the images displayed which are in accordance with the real conditions.
Co-Authors Fransisca Andreani Gabriella Winata