Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives

Abstract

Traditional brick‐and‐mortar companies are embracing the use of modern technologies to enhance the services they offer and to gain customer loyalty. The objectives are to stay in the forefront of today’s marketplace and to improve service, efficiency, and profitability. The hospitality industry has transformed itself into a global industry, and, as one of the largest industries in the world, it serves as an excellent example of an industry that has transformed itself in response to changes in customer requirements and demands. Continuous technological developments and their adoption in the hospitality industry have provided numerous opportunities and challenges. This paper examines the perceptions of international hotel managers on the adoption of technology in their hotels. The results emphasise the growing demand of hotel customers for various technology‐supported services. Technology is found to have affected the ability of hotels to support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers, and increase profitability.

Citation

Lee, S., Barker, S. and Kandampully, J. (2003), "Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives", Managing Service Quality: An International Journal, Vol. 13 No. 5, pp. 423-432. https://doi.org/10.1108/09604520310495886