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. © 2011 Copyright Taylor and Francis Group, LLC.
CITATION STYLE
Cobanoglu, C., Berezina, K., Kasavana, M. L., & Erdem, M. (2011). The Impact of Technology Amenities on Hotel Guest Overall Satisfaction. Journal of Quality Assurance in Hospitality and Tourism, 12(4), 272–288. https://doi.org/10.1080/1528008X.2011.541842
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