GAP ANALYSIS OF TRAVELOKA.COM: HOTEL CONSUMERS� EXPECTATIONS AND PERCEPTIONS OF THE WEBSITE

Andreani, Fransisca and WINATA, GABRIELLA and HALIM, EUNIKE VANIA (2018) GAP ANALYSIS OF TRAVELOKA.COM: HOTEL CONSUMERS� EXPECTATIONS AND PERCEPTIONS OF THE WEBSITE. Jurnal Manajemen dan Kewirausahaan, 20 (1). pp. 31-37. ISSN ISSN 1411-1438 print / ISSN 2338-8234 online

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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.

Item Type: Article
Uncontrolled Keywords: Expectations, perceptions, gap, website� traveloka.com.
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Faculty of Economic > Hotel Management Program
Depositing User: Admin
Date Deposited: 23 Mar 2018 10:25
Last Modified: 07 May 2018 10:10
URI: https://repository.petra.ac.id/id/eprint/17808

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