SELF-SERVICE TECHNOLOGIES INFLUENCING GUEST SATISFACTION IN HOTEL INDUSTRY

Abstract

This conceptual study highlights the relationship between several variables that influence guest’s satisfaction to use self-service technologies in hotel industry. Nowadays, with all kinds of technologies at one’s fingertips, it makes a lot of sense to do without human contact. The evolution of reservation systems, the internet, the smartphone and other technologies now provide significant convenience and savings to hotel guests. In order to facilitate efficient and effective service delivery, hotels are introducing self-service technologies (SSTs) at an increasing pace. By understanding this relationship, it will provide different perspectives of guest’ satisfaction to use SSTs. The objective of this study is to discuss the factors that influence guest’s satisfaction in using SSTs in hotel industry. By referring to the previous research on SSTs, it was found that ease of use, reliability, technology readiness, and interactivity were among the factors enormously discussed by previous researcher.  Previous studies have dealt with the consumer’s intention in influencing them to use SSTs in Tourism and Hospitality Industry but only few highlighted the relationship between SSTs with consumer’s satisfaction in hotel industry.  Therefore, in this study, researchers will try to gather the literatures that may support the fact that most of hotel business should focus more on the SSTs in enhancing guest experience while staying at hotel premis directly satisfying their needs and wants.