The Impact of Technology Amenities on Hotel Guest Overall Satisfaction

  • Cobanoglu C
  • Berezina K
  • Kasavana M
 et al. 
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Abstract

Technology is a critical determinant in hotel guest satisfaction. Hotels often utilize technology as a value-added amenity to help promote differentiation and enhance guest satisfaction. The purpose of this study was twofold: to measure and document the level of guest satisfaction with existing technology-based amenities, and to examine the scope of impact of such amenities on overall hotel guest satisfaction. A random sample of 3,000 American travelers was chosen from a national database for this study. A total of 534 usable responses were received. The results indicate that there is a significant positive relationship between three factors??Business Essentials for Travelers,? ?In-Room Technologies,? ?Internet Access??and hotel guest's overall satisfaction. ?Comfort technologies? factor was found not significant in predicting hotel guest's overall satisfaction.

Author-supplied keywords

  • guest satisfaction
  • hotel
  • technology amenities

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Authors

  • Katerina BerezinaUniversity of South Florida - Sarasota-Manatee

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  • Cihan Cobanoglu

  • Michael L. Kasavana

  • Mehmet Erdem

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