ASSESSING THE EFFECTIVENESS OF ONLINE BOOKING SYSTEM IN SELECTED HOTEL IN QUEZON CITY BASIS FOR AN IMPROVEMENT PLAN

Abstract

This study evaluates the effectiveness of online booking systems in selected hotels in Quezon City, focusing on customer satisfaction, operational efficiency, and overall system success. It examines system usability, reliability, and user experience and identifies challenges such as technical issues and security concerns. The findings aim to inform optimization strategies that enhance the competitive edge of hotels by creating more efficient, user‑friendly, and secure online booking platforms. A descriptive research design is employed to assess patterns and trends in online booking system effectiveness. Purposive sampling selects hotel guests who have used online booking platforms. A structured questionnaire measures perceived usefulness, ease of use, user attitude, behavioral intention, and actual system use on a four‑point Likert scale. Data are analyzed using weighted means and percentage distributions to quantify user perceptions and identify common problems. Respondents were primarily young adults aged 21–30, with 56 percent male and 44 percent female. Perceived usefulness and ease of use both yielded weighted means of 3.46, indicating strong recognition of system benefits and user friendliness. The composite attitude score was 3.39, and behavioral intention to reuse the system scored 3.35. Actual system use also scored 3.46, reflecting frequent engagement. Commonly reported problems included technical difficulties and booking confirmation inaccuracies, which undermined overall satisfaction despite positive attitudes. The study indicated that online booking systems were generally valued for their usefulness and ease of use but were hampered by technical glitches, limited modification options, and mobile compatibility issues. As a result, recommendations included enhancing instructional materials, expanding payment methods, improving mobile responsiveness, and ensuring faster, more accurate confirmation processes. Regular system maintenance, updates, and real‑time customer support were also advised to address user concerns and sustain high satisfaction levels.