Automated Service Delivery System and Customer Satisfaction of Hotels

Authors

  • Nsobiari F. Awara
  • Benedict E. Odigbo
  • Joseph A. Anyadighibe
  • Jane E. Esiet

Keywords:

Automated delivery, customer satisfaction, online booking, self-service, check-in kiosk and smart room

Abstract

This research investigated the effect of automated service delivery system (online booking, self-service, check-in kiosk and smart room service) on customer satisfaction of selected hotels in Calabar Metropolis. The cross-sectional survey research design was adopted for the study, and primary data were obtained from 266 hotel customers in Calabar Metropolis using a 5-point Likert scale questionnaire. Descriptive statistics was employed to analyse data, while hypotheses tested using simple linear regression in the Statistical Package for the Social Sciences (SPSS 23). The findings revealed that online booking, self-service check-in kiosk and smart room service had significant positive effects on customer satisfaction of hotels in Calabar Metropolis. Consequently, the following recommendations were made: hotels in Calabar Metropolis should maintain an online booking system that will enable potential customers to conveniently make reservations without physically visiting the business premises; self-service check-in kiosk technologies should be installed by hotels to facilitate seamless check-ins and check-outs by guests; and smart room service technologies should be adopted by hotels to provide guests with convenient, error-free and satisfactory room service throughout the duration of their stay.

Downloads

Published

31-03-2022

How to Cite

Awara, N. F., Odigbo, B. E., Anyadighibe, J. A., & Esiet, J. E. (2022). Automated Service Delivery System and Customer Satisfaction of Hotels. Nigerian Academy of Management Journal, 17(1), 156–168. Retrieved from http://namj.tamn-ng.org/index.php/home/article/view/174

Most read articles by the same author(s)