Factors Influence the User's Intention to use Online Travel Agents

As a result of the Covid-19 pandemic and entering the New Normal period, there have been several changes in tourist behavior in using Online Travel Agents (OTA). This study proposes a research model by based on the success model from DeLone & McLean for information system with the variables Perceived Risk and Trust to aim to find out what factors influence the user's intention to use OTA. Data testing was carried out using the PLS-SEM method application with a sample of 509 valid respondents who were collected through a survey. In this study, perceived risk has a negative effect on trust, while information quality and trust positively influence user satisfaction, which has a positive impact on intention to reuse OTA sites. With these findings, companies must provide a satisfying experience for users to be interested in using OTA sites as part of their travel planning. According to the findings of several studies, the level of customer satisfaction is impacted by the quality of information provided. Consequently, it is imperative for Online Travel Agencies (OTAs) to possess the capability of providing precise and up-to-date information.