Technological Innovation in the Hospitality Industry and Its Impact on Customers Decision Making
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Date
2023
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Publisher
6th SPAS National Conference, Faculty of Pure and Applied Science, The Federal Polytechnic, Ilaro
Abstract
The advent of advancement in technology has taken the global service industry to another level. The world is in the age of digital transformation, and so are consumer needs and behaviors. For any industry to remain relevant, it must key into the new wave. Considering the hospitality industry, not much has been done to really assess and document the contribution of technology to customers’ decision-making when choosing a hotel. This study therefore investigated the impact of technological innovation on the hospitality industry, using key objectives such as determining the level of technological orientation amongst hoteliers; ascertaining the degree of adaptability of the hotel employee to the new innovations; and assessing the guest experience of technological innovations in the hospitality industry. A descriptive research design was adopted for this work via a quantitative research strategy. Eko Hotel and Suites was used as a case study; with the research population being the customer and staff of the hotel. Descriptive statistics was used to analyze the findings that ensued from the survey conducted for this work. This work
concludes that the benefits of technological innovations outweigh the perceived shortfalls and customers prefer to patronize technologically innovative hospitality outlets like Eko Hotel and Suites.
Description
The advent of advancement in technology has taken the global service industry to another level. The world is in the age of digital transformation, and so are consumer needs and behaviors. For any industry to remain relevant, it must key into the new wave. Considering the hospitality industry, not much has been done to really assess and document the contribution of technology to customers’ decision-making when choosing a hotel.