The Influence of Technological Innovations on Customer Satisfaction in the Hospitality Industry

Abstract

In contemporary professions, technology plays a pivotal role, transforming various sectors to meet evolving demands. The hospitality industry, notably hotels, has embraced this shift by incorporating smart systems to elevate customer experiences. This research delves into the intricate dynamics between customer satisfaction and technology in the hospitality context. Utilizing a comprehensive approach, the study examines survey responses and conducts an extensive literature review to dissect the impact of technology on customer experiences. Beyond investigating the correlation, this paper sheds light on the challenges inherent in implementing and developing technology within hospitality services. The study does this by considering the micro and macro perspectives to customer satisfaction. Through an in-depth analysis, it identifies potential hurdles that may arise during the execution process. By addressing both the positive and potential pitfalls of technology in the hospitality sector, this research provides a holistic understanding of the intricate relationship between technological advancements and customer experiences. The comprehensive insights offered in this paper contribute valuable perspectives for industry practitioners, researchers, and decision-makers seeking to navigate the evolving landscape of technology within the hospitality domain.

Keywords: Technology, Hotel Management, Customer Service, Attitudes

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