Quality Parameters of Online Travel Agencies

Sabrina Šuman – University of Applied Sciences of Rijeka, Vukovarska 58, 51000 Rijeka, Croatia

Mateo Feltrin – Novi Sad School of Business, Vladimira Perića Valtera 4, 21000 Novi Sad, Serbia

Dominik Pilat – Novi Sad School of Business, Vladimira Perića Valtera 4, 21000 Novi Sad, Serbia

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.

8th International Scientific Conference – EMAN 2024 – Economics and Management: How to Cope With Disrupted Times, Rome, Italy, March 21, 2024, CONFERENCE PROCEEDINGS, published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia; ISBN 978-86-80194-83-7, ISSN 2683-4510, DOI: https://doi.org/10.31410/EMAN.2024

Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission. 

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