The Effectiveness of High-tech Product on Customer Satisfaction towards Luxury Hotel

Abstract

With the fast speed of technology advancing, technology has occupied most of our daily life. High-tech products are very popular in today's hotel industry. The research question of “Can the new high-tech services in luxury hotels improve the satisfaction of consumers/guests?” The introduction of high-tech products can increase customer service effectiveness, reduce the operating cost for luxury hotels, and improve customer experience in hotels. The negative effects also start to appear when technology intervenes too much. The paper uses SWOT analyses to discover the impact on customer satisfaction due to the high-tech products in luxury hotels. The paper mainly focuses on the customers’ experience when hotels installed “smart” furniture or other “smart” devices. So, the research paper is based on the research question and “Can intelligent devices truly have a positive impact on improving the efficiency of customers?” The paper is designed to evaluate the real relationship between high-tech products in luxury hotels and customer satisfaction.