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Forms and Benefits of Online Reservation Systems: Empirical Evidence from a Census of Star-Rated Hotels in Accra

Author

Listed:
  • Peace Ankor

    (Department of Hospitality and Tourism, Sunyani Technical University, Ghana)

  • Ntow-Gyan Kwame

    (Department of Hospitality and Tourism, Sunyani Technical University, Ghana)

  • Jane Dery

    (Department of Hospitality and Tourism, Sunyani Technical University, Ghana)

  • Edwina Asamoah

    (Department of Hospitality and Tourism, Sunyani Technical University, Ghana)

  • Laura Lardi Issaka

    (Department of Hospitality and Tourism, Sunyani Technical University, Ghana)

Abstract

Purpose: This study was conducted to explore the forms and benefits of online reservation systems among star-rated hotels in Accra Metropolis, Ghana. Methodology: A cross-sectional design and questionnaire were used to gather data from 183 reservation/front office managers of the star-rated hotels through a census. Descriptive statistics such as means, standard deviations, frequencies, percentages, and the Chi-square test were employed. Findings: OTAs (45.1%) and hotel-owned websites (44.8%) were the dominant ORS platforms, while GDS accounted for 10.1%. Major benefits included quick payment processing (M = 3.785, SD = 0.44), maximized reservations (M = 3.639, SD = 0.55), and 24/7 accessibility (M = 3.634, SD = 0.50). Chi-square analysis revealed significant associations between ORS types and benefits such as instant payment, wider coverage, and operational efficiency (p

Suggested Citation

  • Peace Ankor & Ntow-Gyan Kwame & Jane Dery & Edwina Asamoah & Laura Lardi Issaka, 2025. "Forms and Benefits of Online Reservation Systems: Empirical Evidence from a Census of Star-Rated Hotels in Accra," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(8), pages 368-384, August.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:368-384
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    References listed on IDEAS

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    1. Daniel Ofori & Christina Appiah-Nimo, 2022. "Relationship Management, Competitive Advantage and Performance of Hotels: A Resource-Based View," Journal of African Business, Taylor & Francis Journals, vol. 23(3), pages 712-730, July.
    2. Yuzong Zhao & Hui Wang & Zhen Guo & Mingli Huang & Yongtao Pan & Yongrui Guo, 2022. "Online Reservation Intention of Tourist Attractions in the COVID-19 Context: An Extended Technology Acceptance Model," Sustainability, MDPI, vol. 14(16), pages 1-17, August.
    3. Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    4. Wilco W.H. Chan & Jim Y.X. Luo & Irini L.F. Tang & I Lei Chan & Chammy Lau, 2023. "Enabling the Adoption of Innovative Mask in Hotels: Adapted Diffusion Model," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(4), pages 4754-4779, December.
    5. Park, Chulwoong & Kim, Youngchul, 2024. "Digitally accessible space: Discovery of the distinctive locational characteristics of restaurants with online reservation," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
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