ABSTRACT
Online accommodation platforms have become increasingly popular and have changed how people experience lodging reservation services. These platforms are not only used for online booking but also provide digital features such as online payments, digital check-in, instant communication with hosts, and online review systems. As the use of digital check-in continues to grow, understanding how customers perceive this feature has become increasingly important. Despite its growing adoption, limited research has specifically examined customer perceptions of digital check-in services within online accommodation platforms. This paper addresses this gap by proposing a Digital SERVQUAL (D-SERVQUAL) framework that extends the traditional SERVQUAL model by integrating technology-enabled service quality dimensions relevant to digital check-in. The proposed framework may also help accommodation providers better understand customer perceptions of digital check-in when evaluating investments in digital services and their potential value to the organization.
Keywords
Digital Services, hospitality, quality, online accommodation