Emerald logo
Advanced search

Does ICT adoption enhance hotel performance?

Sirawit Sirirak (School of Management, Asian Institute of Technology, Pathumthani, Thailand)
Nazrul Islam (School of Management, Asian Institute of Technology, Pathumthani, Thailand)
Do Ba Khang (School of Management, Asian Institute of Technology, Pathumthani, Thailand)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Publication date: 22 March 2011

Abstract

Purpose

–

The purpose of this study is to investigate the influence of information and communication technology (ICT) adoption on hotel performance in Thailand.

Design/methodology/approach

–

The elements for measuring the level of ICT adoption include: availability of ICT components, integration of ICT components, and intensity of ICT usage. Operational productivity and customer satisfaction were used for measuring hotel performance. To control for the influence of location and employee and management characteristics on hotel productivity, data were collected solely from three star hotels operating in the same location, Phuket, Thailand. Operational productivity was calculated by using data envelopment analysis. A five‐point Likert type scale was employed to measure customer satisfaction. Multiple regression analysis was utilized to assess the relationship between ICT adoption and hotel performance.

Findings

–

The findings indicate that ICT adoption has a significant positive relationship with hotel performance. However, ICT adoption influences operational productivity more than customer satisfaction within three star hotels. ICT availability and ICT integration have a significant positive relationship only with operational productivity, while the intensity of ICT usage has a significant, positive relationship with both operational productivity and customer satisfaction.

Practical implications

–

The findings will benefit the hotel industry by providing critical information to management in deciding on the areas in which ICT should be adopted, such as room division or food and beverage division, as well as the specific technologies that would improve hotel performance. It also contributes valuable information to ICT marketing personnel.

Originality/value

–

This study fills a gap in terms of the requirement for more studies investigating the impact of ICT on hotel performance in general, and in developing countries in particular. This helps in understanding the topic from a developing country's perspective.

Keywords

  • Communication technologies
  • Hotels
  • Operations management
  • Productivity rate
  • Thailand
  • Customer satisfaction

Citation

Sirirak, S., Islam, N. and Ba Khang, D. (2011), "Does ICT adoption enhance hotel performance?", Journal of Hospitality and Tourism Technology, Vol. 2 No. 1, pp. 34-49. https://doi.org/10.1108/17579881111112403

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
Login
To rent this content from Deepdyve, please click the button.
Rent from Deepdyve
If you would like to contact us about accessing this content, click the button and fill out the form.
Contact us
Emerald Publishing
  • Opens in new window
  • Opens in new window
  • Opens in new window
  • Opens in new window
© 2019 Emerald Publishing Limited

Services

  • Authors Opens in new window
  • Editors Opens in new window
  • Librarians Opens in new window
  • Researchers Opens in new window
  • Reviewers Opens in new window

About

  • About Emerald Opens in new window
  • Working for Emerald Opens in new window
  • Contact us Opens in new window
  • Publication Sitemap

Policies and information

  • Legal Opens in new window
  • Editorial policy Opens in new window & originality guidelines Opens in new window
  • Site policies
  • Modern Slavery Act Opens in new window

We’re listening — tell us what you think

  • Something didn’t work…

    Report bugs here

  • All feedback is valuable

    Please share your general feedback

  • Member of Emerald’s Library Advisory Network?

    You can start or join in a discussion here.
    If you’d like to know more about The Network, please email us

Join us on our journey

  • Platform update page

    Visit emeraldpublishing.com/platformupdate to discover the latest news and updates

  • Frequently Asked Questions

    Your questions answered here