Home⇛LPU - Laguna Journal of International Tourism and Hospitality Management⇛vol. 5 no. 2 (2023)

The Applied Technology Parameters as Predictors of Service Quality in the Hotel Industry

Christine L. Natividad | Denzel Justin E. Obel | Carmel Joseph C. Remoroza

Discipline: social sciences (non-specific)

 

Abstract:

This study examines the application of technology in the hotel industry in response to the global COVID-19 pandemic. The researchers employed quantitative design, utilizing adapted and modified instruments. A survey was carried out to 233 guests who experienced staycations at five-star, multi-use hotels in the National Capital Region during the pandemic, with data collected online. The results indicate that hotel guests strongly agree on the vital role of applied technologies in mitigating the impact of COVID-19. The Kolmogorov-Smirnov test was used to assess the normality of the data. Through Kruskal-Wallis and post-hoc tests, the study reveals a significant difference between applied technology and service quality when grouped by demographic profile. Additionally, regression analysis identified significant predictors linking applied technology to service quality, suggesting that guests consider the usefulness and perceived ease of use of the technologies employed. Furthermore, the study highlights the importance of hotel staff delivering exceptional service alongside these technologies to enhance guest experience. Based on these findings, an action plan was developed to improve the application of technology in hotels, thereby contributing to overall service quality.



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