"The Impact of technology on profitability: A study on hotel sector”

Abstract

Information Technologies have made significant contribution towards the development of travel and tourism industry. It has revolutionized the travel and tourism industry and changed the competitiveness of hospitality organizations. Travel and tourism industry have developed dramatically in the last decades. The rapid expansion of both tourism supply and demand have made modern technologies an absolute partner of the tourism industry. Since technological items change rapidly over time, the purpose of this study is to analyze the impact of current technologies and to assess the potential of the latest technologies on customer experience. A questionnaire was made to reveal the customer perception. The respondent‟s numbers were 150. Most of the people support the notion that keyless entry (by using smart card or simply mobile phone) is expected to increase in coming years. Guests might need to install the app of the property in their phone, later this app can be used to unlock the room. Almost three-fourth of the respondent viewed Wi-Fi access as a necessity service in the hotel room. This implies the significance of advanced technologies in satisfying the customer and operating a profitable business. Keywords: Technology, upscale hotels, customer experience, online booking, technological amenities, customer satisfaction