System Quality of Digitalized Bookings of Selected 4-Star Hotels in Pasig City and Its Impact Towards Guests’ Acceptance on Digitalized Booking

Authors: Rowena Lunar, Dominguez, Jairah Marie G. Manalon, Beatriz Loraine A. Martinez, Theresa Josefina D. Pablo, Shaina Casey D., and Viray, Alexis D.

Issue: 2022-2023


In Philippine context, the digitalization of the processes in the tourism industry includes the usage of online platforms, shifting the hotels towards the use of mobile app, and multiple payment option to gain leverage against their famous and established hotel competitors. In relation, this research sought to explore the system quality of digitalized hotel booking and its impact towards its guest’s acceptance in two selected 4-star hotels in Pasig City.

Anchored on Technology Acceptance Model and SERVQUAL model, descriptive method was used to establish and describe the 382 respondents’ selected profile, their perceived quality of digitalized hotel booking and extent of acceptance towards it. Findings showed a significant correlation between the perceived system quality of digitalized hotel booking and customer acceptance.

KEYWORDS: system quality, guests’ acceptance, LGU of Pasig