Perceived credibility of online hotel reviews and its impact on hotel booking intentions

Abstract

Purpose

This study aims to evaluate the vitality of source, receiver and message factors on credibility assessment of online hotel reviews. Further, the current study determines the effects of perceived credibility of online reviews (PCOR) on hotel booking intentions (HBI).

Design/methodology/approach

The current study performs reliability analysis to determine the internal consistency of the measurement scales and to ensure the uni-dimensionality of the measurement scales the present study performs exploratory factor analysis. Further, the present study performs structural equation modeling to identify the relationships between the variables.

Findings

Two-sided online reviews have a more significant positive impact on PCOR as compared to the effects of receiver, review quality, review consistency and negative-sided online reviews.

Originality/value

This is one of the first study that analyses the impact of source, receiver and message on PCOR. Moreover, the present study offered theoretical justification behind the factors that affect the authenticity of online hotel reviews and its effects on HBI.

Citation

Chakraborty, U. (2019), "Perceived credibility of online hotel reviews and its impact on hotel booking intentions", International Journal of Contemporary Hospitality Management, Vol. 31 No. 9, pp. 3465-3483. https://doi.org/10.1108/IJCHM-11-2018-0928