THE IMPACT OF MOBILE HOTEL BOOKING BY CUSTOMER REVIEWS AND EXPERIENCE

The purpose of this study is to analyze if customer reviews work for mobile hotel booking with regard to the APP. With the advent of mobile APP, communication among customers and service providers will be enhanced. A great number of hospitality service providers have come up with efficient ways to access their systems and do bookings without having to make a call to the hotel. Therefore, this study will explore the importance of experiences in mobile hotel booking context. This study will employ the use of review of existing data by looking at the customer reviews in experience. The sample is an online page consisting of customer reviews in experiences on best hotel booking sites. The study reveals causal link between customer reviews in experiences and mobile hotel booking with an APP. The implementation of mobile hotel booking is an effective online strategy for customers.