ICTs in the hospitality industry: An importance-performance analysis among small family-owned hotels

Abstract

Th is study delivers the importance-performance analysis of the information and communication technology (ICT) driven solutions among small and family-owned hotels (SFH) in Croatia. Th e analysis refl ects the opinions of owners of 21 SFH, all of which are members of the National Association of Family and Small Hotels (OMH). Th e fi ndings demonstrated the existence of a signifi cant gap between the perception of the importance of specifi c innovations and actual hotel performances. In most cases, hotel performances are rated signifi cantly lower than the perceived importance of particular innovation, which indicate that resources should be better and more wisely allocated. In some cases, hotels do not recognise the benefi ts of ICTs used or are not satisfi ed with the results. Th e primary constraint for higher integration of the ICTs within this sample is the lack of fi nancial resources. Th e study reveals the importance-performance gaps within the perception of technological innovations in the SFHs, elaborates on potential constraints for more substantial reliance on ICTs and discusses the possible implications. Finally, the study provides recommendations for future research.