CHAPTER 1

The Impact of Online Booking to Tourist Experience in Makati

Introduction

Online booking is the specific business to customer transaction in the

context of online tourism. At its most basic, an online booking is a method which

allows a customer to book and pay for a service or activity directly through website.

In today’s era, we have the internet that connects people from all over the

world.Internet is one of the powerful media in integrating marketing application. It

is widely accessible and leading to a paperless world. Although internet came in

to picture especially as a commercial tool, its influence in service sector is

enormous and significant. Internet allows the tourism service provider both

government and private sectors to communicate directly to the end users namely

the potential tourists; assessing for more travel information, for instance knowledge

sharing, to purchase a product and booking for services like online reservation,

air flight ticket, etc. at anytime and place. The internet has become the primary

source of information for people. With the invention of online booking it became

easy for customers to search accommodations that has cheapest price, good

facilities and serve best service that convenient for them. That means from the

moment a customer decides they want to book to choosing a date, picking a time

and paying for the booking, everything is handled online without any hassle.

Having this kind of method gives customer an easier approach to save time and

effort for them, on the other hand it also helps the business to run 24/7, reach

customers around the globe and make the work easier for the owners.
 Most individuals love travelling, Tourism has becoming one of the fastest

growing economic sectors in the world and one of important income sources for

many developing countries. The growing numbers of tourists and tourism receipts

have turned it into a key driver for socio-economic progress. Tourism is an

enchanting yet vibrant industry where always the tourists who are the customers

prefer something unique, novel and special. Most of our tourists willing to save

money and then, just spend on their costly destinations and the only thing that they

desire are the unforgettable and satisfaction experience in the host travel

destination.

This study will help to determine how online booking will impact the

customer’s experience by means of assessing the area of Makati that uses online

reservations for their accommodations. This will also help to improve what is

needed for a better experience for the customers who are using online transactions

most of the time.

Background of the Study

Makati is the financial center of the Philippines; it has the highest

concentration of multinational and local corporations in the country. Major banks,

corporations, department stores as well as foreign embassies are based in

Makati. The biggest trading floor of the Philippine Stock Exchange is situated

along the city's Ayala Avenue. Makati is also known for being a major cultural

and entertainment hub in Metro Manila.

 Figure 1. Map of Makati City

Based on Figure 1, Makati City is located within the circle of 14′40″ °north

and 121′3″ °E right at the center of Metro Manila. The city is bounded on the

north by the Pasig River, facing Mandaluyong, on the northeast by Pasig, on the

southeast by the municipality of Pateros and Taguig, on the northwest by the city

of Manila, and on the southwest by Pasay. Makati has a total land area of 27.36

square kilometres (10.56 sq mi).

The current mayor for the 2016–2019 term is Abby Binay, the daughter of

former mayor and former Vice President Jejomar Binay. Monique Yazmin Q.

Lagdameo is the city's incumbent vice mayor. The vice mayor heads a legislative

council consisting of 18 members: 8 Councilors from the First District, 8

Councilors from the Second District, the President of the Sangguniang Kabataan

(Youth Council) Federation, representing the youth sector, and the President of

the Association of Barangay Chairmen (ABC) as barangay sectoral

representative.
 Makati is divided into 33 barangays (the smallest local government units)

which handles governance in a much smaller area. These barangays are

grouped into two congressional districts where each district is represented by a

congressman in the country's House of Representatives. Congressional District I

is composed of the barangays straddling EDSA, the barangays to the north and

west of them, while excluding Guadalupe Viejo and Pinagkaisahan, while District

II are to the south and east of District I, including the two aforementioned

barangays. The districts used to elect the members of the city council are

coextensive with the congressional districts.

Makati is notable for its exceptionally multicultural lifestyle, and for its

reputation as a major entertainment center in the Manila area. Expatriates often

choose to live in Makati, which has caused a large expatriate community to grow

in the area with citizens from all over the world. It is well known also for its top-

notch shopping and department stores, found in Greenbelt, Rockwell Center,

Glorietta Mall, and Ayala Center. The city also boasts the tallest building in the

Philippines with the PBCom Tower.

Housing a variety of diverse national embassies, Makati is known as a

significant center for intercontinental matters. But most of all, Makati stands out

as the economic heart of the Philippines as well as one of several key financial,

professional and commercial centers within all the Asian countries. And for this

reason, and for the fact that it also houses the influential Makati Business Club

and the Philippine Stock Exchange, Makati has rightfully earned the nickname

and status of the Financial Capital of the Philippines.

 Notable for its multicultural lifestyle, Makati became known not only in the

country but also abroad. The city is a home for many Makati hotels, shopping

centers, condominiums, financial and entertainment hubs – most of them being

owned, managed and frequently visited by the successful foreign businessmen –

which is the major factor that made this city very prosperous.

Statement of the Problem

This study aims to determine the impact of online booking in tourist

experience in Makati City