The concept of a smart hotel and its impact on guests’ satisfaction, privacy and the perception of the service quality

University essay from Södertörns högskola/Turismvetenskap

Abstract: Smart technology has become very extensive and popular in many areas of our lives in the last few years. Their role is to make life and activities performed by the user easier, faster, better and more interesting. Smart technology has been used for years in areas such as education, industry and transport. The response of the hospitality industry is to implement technology in hotels, usually the more luxurious ones, that improves the operation of employees and is a convenience for hotel guests. The name of this concept is a smart hotel, which is similar to the already existing smart house and smart city concepts. The purpose of the study was to examine the concept of smart hotel and investigate the impact that smart technology has on guests’ satisfaction, privacy and service quality. The study was conducted using mixed methods research whereby both qualitative and quantitative data were collected in parallel, analyzed individually and then linked with each other. Qualitative data collection constituted of in-dept interviews with hotel employees and hotel guests, and the quantitative part of the study was based on the online survey with hotel guests. The main findings are a proposal definition of a smart hotel, and the belief that smart technology contributes to a better quality of provided services by employees and increases the grade of satisfaction among guests. However, the result also shows that a greater role of hotels is needed in order to reduce the disproportion of equal access to smart technology for all hotel guests.

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