System quality of digitalized bookings in four-star hotels and its impact on guests’ acceptance
Jairah Marie G. Dominguez, Beatriz Loraine A. Manalon, Theresa Josefina D. Martinez, Shania Casey D. Pablo, Alexis D. Viray & Rowena A. Lunar
Abstract
In the Philippine context, the tourism industry's shift toward digitalization is increasingly evident through the adoption of online platforms. Hotel companies that prioritize technology are better positioned to disrupt the traditionally slow-moving and inefficient operations of some luxury hotel brands. Considering this, this study aimed to examine the system quality of digitalized hotel booking in two four-star hotels located in Pasig City, and to assess its impact on guests’ acceptance of these digital booking systems. Anchored on the Technology Acceptance Model (TAM) and the SERVQUAL model, this study employed a descriptive-correlational research design to determine the extent of acceptance of digitalized hotel booking systems, as well as the perceived quality of such systems. A total of 382 guests participated in the study. The relationship between the extent of acceptance and the perceived quality of digitalized hotel booking was analyzed using Pearson's r. Furthermore, the relationship of perceived usefulness and ease of use on the quality of the booking application was examined through linear regression analysis. The digitalized hotel booking systems are perceived to be of very high quality across key service dimensions, including tangibles, reliability, responsiveness, assurance, and empathy. Guests demonstrate a very high level of acceptance toward these systems, particularly in terms of their perceived usefulness and ease of use. Furthermore, a strong positive correlation was found between the perceived system quality and guest acceptance of digital booking platforms. The quality of the system significantly influences both the perceived usefulness and ease of use, underscoring the critical role of system quality in enhancing user experience and acceptance.
Keywords
digitalized hotel booking, system quality, technology acceptance model, online booking platforms
Author information & Contribution
Jairah Marie G. Dominguez. Bachelor of Science in International Hospitality Management with specialization in Cruise Line Operations in Hotel Services. Lyceum of the Philippines University Manila
Beatriz Loraine A. Manalon. Bachelor of Science in International Hospitality Management with specialization in Cruise Line Operations in Hotel Services. Lyceum of the Philippines University Manila
Theresa Josefina D. Martinez. Bachelor of Science in International Hospitality Management with specialization in Cruise Line Operations in Hotel Services. Lyceum of the Philippines University Manila
Shania Casey D. Pablo. Bachelor of Science in International Hospitality Management with specialization in Cruise Line Operations in Hotel Services. Lyceum of the Philippines University Manila
Alexis D. Viray. Bachelor of Science in International Hospitality Management with specialization in Cruise Line Operations in Hotel Services. Lyceum of the Philippines University Manila
Rowena A. Lunar. Corresponding author. Part-time faculty, Pamantasan ng Lungsod ng Pasig, Philippines. Email: morlilunar@gmail.com
“The most important contribution to this study was made by Author 1. Being the lead researcher, she helped with the study's conception, data collecting, analysis, writing, and revisions. This covers the study's design, survey administration, data analysis, and manuscript writing. The second author helped with the literature review, gathering evidence, and manuscript drafting. In addition to helping to write and edit the manuscript, author three offered statistical analysis. Author 4 helped with formatting, paper review, and data interpretation. Author 5 helped with research methodology, technical support, and text editing. Author 6 is the research adviser who oversaw the study, directed the research process, assessed the article, coordinated submission, and corresponded with the journal.”
Disclosure statement
No potential conflict of interest was reported by the authors.
Funding
This work was not supported by any funding.
Institutional Review Board Statement
This study was conducted in accordance with the ethical guidelines of Lyceum of the Philippines University - Manila. The conduct of this study has been approved and given relative clearance(s) by the Lyceum of the Philippines University - Manila.
Data and Materials Availability
The data supporting the findings of this study are available from the corresponding author upon reasonable request.
AI Declaration
The authors declare the use of Artificial Intelligence (AI) in writing this paper. In particular, the author used ChatGPT in paraphrasing ideas. The authors take full responsibility in ensuring proper review and editing of contents generated using AI.
Notes
Acknowledgement
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Cite this article:
Dominguez, J.M.G., Manalon, B.L.A., Martinez, T.J.D., Pablo, S.C.D., Viray, A.D. & Lunar, R.A. (2026). System quality of digitalized bookings in four-star hotels and its impact on guests’ acceptance. Journal of Hospitality, Tourism & Cultural Research, 2(2), 68-90. https://doi.org/10.53378/jhtcr.353367
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