Technological Innovations in the Hospitality Industry and its Impacts on the Customers’ Decision Making
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Date
2024-12-10
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Journal of Management and Social Science Research
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, so is consumer‟s needs and behaviour. 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 aims to investigate the impact of technological innovation on the hospitality industry, using key
objectives such as determining the level of technological orientation amongst hotel employees; 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. Survey research design was adopted for this work via
quantitative research strategy. Eko Hotels and Suites was used as a case study; with the research population
being the customer and staff of the hotel which comprises randomly selected 65 staff and 152 guests.
Descriptive statistics was used to analyse the findings that ensued from the survey conducted for this work. The
major finding of this study shows that the benefits of technological innovations outweigh the perceived
shortfalls, and customers prefers to patronize technological innovative hospitality outlets like Eko Hotels and
Suites. This work concludes that the benefits of technological innovations outweigh the perceived shortfalls and
customers prefer to patronize technological innovative hospitality outlets like Eko Hotels and Suites.
Description
This study examines the role of technological innovations on the decision making of customers, in the context of hospitality services.