Quality Parameters of Online Travel Agencies
Quality Parameters of Online Travel Agencies

Author(s): Sabrina Suman, Mateo Feltrin, Dominik Pilat
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Summary/Abstract: An online travel agency (OTA) is a web-based travel agency that allows users to research and book various travel products and services online. Technological development has influenced the quality of existing OTA functions and also created some new ones. This paper analysed the parameters that influence the quality of online travel agencies in terms of basic process performance and basic interactions through the user interface. Three online travel agencies that are currently the most popular worldwide (Booking.com, Airbnb, and Tripadvisor) were selected and analysed qualitatively and quantitatively. Qualitatively analysed and evaluated were: user interface and user experience, booking process, reviews and feedback, search and filtering options, the accuracy of information, payment security, website performance, customer support and collaboration with other services. Google PageSpeed Insights was used to quantitatively measure the performance of these three online travel agencies using five “Lighthouse 10” parameters and three Core Web Vitals for the desktop and mobile versions.

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