Dissertation on Technology and Customer Satisfaction in Hotels

In the contemporary hospitality landscape, technology has emerged as a pivotal driver in enhancing customer satisfaction. This study explores the relationship between technological adoption and guest satisfaction in hotel operations, with a focus on digital innovations that streamline service delivery, personalize guest experiences, and improve operational efficiency. From self-check-in kiosks and mobile applications to AI-driven concierge services and smart room features, technology is transforming traditional service models. The research highlights how seamless connectivity, automation, and data analytics contribute to customer-centric strategies that elevate guest satisfaction. Furthermore, the study examines guest perceptions of technology-enabled services and identifies key factors such as ease of use, reliability, personalization, and responsiveness as crucial determinants of satisfaction. Findings suggest that while technological integration significantly enhances guest convenience and service quality.