HOTEL INDUSTRY TECHNOLOGY

Role of Hotel Industry Technology in Influencing Customer Decision Making

by

ACKNOWLEDGEMENT

I would like to take this chance for thanking my research facilitator, friends & family for support they provided and their belief in me as well as guidance they provided without which, I would have never been able to do this research.

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DECLARATION

I, (name of the author), would like to declare that all contents included in this dissertation stand for my individual work without any aid, and this dissertation has not been submitted for any examination at academic as well as professional level previously. It is also representing my very own views and not essentially which are associated with university.

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ABSTRACT

Hotel's technologies are functions which are made available for hotel guests to consume while staying at the hotel to facilitate their needs and provide extra comfort and convenience. This dissertation aims to critically evaluate the in-room technology hotel guests expect to find, and to determine how these may influence satisfaction. The research is based on both secondary data and primary data, involving a questionnaire survey in which guests' perceptions of in-room technology are explored. The results indicate that in-room technologies are important for hotel guests, and if in-room technology fulfil their needs, as well as meet or exceed their expectations, this will lead to guest satisfaction. However, the results also show that guests' expectations differ between budget hotel and five star hotels only in terms of the quality of in-room technology and aspects of hotel room technologies. It can be concluded that only a strategy of offering in-room technology is not potentially sufficient to create guest satisfaction, and many others factors are needed to create guests' overall satisfaction with a hotel. However, the appropriateness of in-room technology should be based on the type of hotel, the availability of hotel resources like money, staff, and finally, productivity.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

1.1 Outline of the Study1

1.2 Background1

1.3 Purpose of the Research3

1.4 Research Aims and Objectives3

1.5 Research Questions4

1.6 Definition of Terms4

1.7 Time Scale for the Study5

1.8 Project Timeline7

CHAPTER 2: LITERATURE REVIEW8

2.1 Introduction8

2.2 Customer Satisfaction9

2.3 Guest Room Technologies10

2.4 Impact of Technology on Customer Satisfaction17

2.5 Customer Behaviour and Hotel Technology19

2.6 Cutural Diversity and Hotel Technology21

2.7 Gender Expectation on Technology in Hotel22

2.8 Hoteliers' Perception on Technology in Hotel23

2.9 Guest Perception on Technology in Hotel25

2.10 Can Guests Use The Technology in Hotels Effectively?26

CHAPTER 3: METHODOLOGY28

3.1 Introduction28

3.2 Resource Techniques Available28

3.3 Research Techniques Used31

3.4 Literature Search31

3.5 Developing the Questionnaire32

3.6 Analysing the Observation33

3.7 Ethical Considerations34

3.8 Reliability35

3.9 Validity35

3.10 Limitations of Research36

3.11 Conclusion37

CHAPTER 4: DISCUSSION AND ANALYSIS38

4.1 How Technology has Affected Hotels38

4.2 Demographic Data and Details41

4.3 Questionnaire Analysis46

4.4 Industry Examples61

CHAPTER 05: CONCLUSION63

5.1 Summary of the Findings63

5.2 Future Recommendations66

REFERENCES67

APPENDICES74

CHAPTER 1: INTRODUCTION

1.1 Outline of the Study

This research focuses on evaluating and understanding the role of hotel industry technology in influencing customer decision making.

The first chapter introduces the topic of the research and provides the background, research scope, aims and objectives, research questions and time scale for the study.

The second chapter provides the appropriate and significant literature review for the ...