Effect of Automated Check in on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya
Main Article Content
Keywords
Automated check in, service, delivery, star-rated hotels, Kenya
Abstract
Service delivery in star-rated hotels is a complex process that demands meticulous attention to detail, customer-centricity and operational efficiency. This study evaluated the effect of automated check-in systems on service delivery in star-rated hotels located in Uasin Gishu County, Kenya. The study employed the Technology Acceptance Model (TAM). A descriptive survey design was utilized, targeting a population of 171 individuals, from which a sample of 131 respondents was drawn, including ICT managers, operation managers and supervisors. The data was collected through a questionnaire designed with a five-point Likert scale. It was then coded into Statistical Package for Social Sciences (SPSS) Version 25 and analyzed using both descriptive and inferential statistical methods. Findings showed that there was a moderate significant effect of automated check in on service delivery in star-rated hotels in Uasin Gishu County, Kenya (r=0.567; p<0.01). Also, the analysis showed that automated check-in has a positive impact on service delivery in these hotels (β=0. 0.564, p=0.025). The study concluded that implementing automated check-in systems not only improves operational efficiency but also contributes positively to customer satisfaction and security. Therefore, it is recommended that star-rated hotels in Uasin Gishu County adopt advanced automated check-in technologies, such as biometric systems, to further enhance service delivery and meet customer expectations effectively.
References
Amoako, G. K., Doe, J. K., & Neequaye, E. K. (2023). Online innovation and repurchase intentions in hotels: the mediating effect of customer experience. International Hospitality Review, 37(1), 28-47.
Arapou, D., & Kapiki, S. (2023). Enhancing the Guest Experience in Hospitality through Technology: An Outlook of the Future.
Atakpa, S., Paintsil, E., & Kwofie, A. S. (2020). Information Communication Technology as a Strategic Resource in Enhancing Business Performance of Small Hotels in Ghana. Journal of Scientific Research and Reports, 26(7), 93-106.
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.
Awuondo, B. M. O. (2018). Long range planning of manufacturing footprint (Doctoral dissertation, Massachusetts Institute of Technology).
Ayachit, M., & Chitta, S. (2022). A systematic review of Burnout studies from the Hospitality literature. Journal of Hospitality Marketing & Management, 31(2), 125-144.
Bacinskas, J., & Kempers, V. (2020). Effects of new technologies on customer satisfaction: A study on how new customer-facing technologies in airports affect the customer satisfaction.
Bonaretti, D., Bartosiak, M., Lui, T. W., Piccoli, G., & Marchesani, D. (2020). “What can I (S) do for you?”: How technology enables service providers to elicit customers’ preferences and deliver personalized service. Information & Management, 57(6), 103346.
Boo, H. C., & Chua, B. L. (2022). An integrative model of facial recognition check-in technology adoption intention: the perspective of hotel guests in Singapore. International Journal of Contemporary Hospitality Management, 34(11),
4052-4079.
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: lessons from tourism and hospitality. Journal of service management, 30(4), 484-506.
Car, T., Stifanich, L. P., & Šimunić, M. (2019). Internet of things (iot) in tourism and hospitality: Opportunities and challenges. Tourism in South East Europe, 5(3), 163-175.
Chepkwony, S. K. (2019). Effect of Experimental Method of Teaching on Retention And Application Of Moment Concepts In Physics In Secondary Schools of Marakwet Westsub-County, Kenya (Doctoral Dissertation, University Of
Eldoret).
Chibili, M. N. (2019). Rating Systems and the Structure of the Hospitality Industry. In Modern Hotel Operations Management (pp. 48-91). Routledge.
Connelly, L. M. (2008). Pilot studies. Medsurg nursing, 17(6), 411.
Cornwall, J., Mayland, E. C., van der Meer, J., Spronken-Smith, R. A., Tustin, C., & Blyth, P. (2019). Stressors in early-stage doctoral students. Studies in Continuing Education, 41(3), 363-380.
Gioko, S. M. (2024). Electronic Customer Relationship Management and Performance of Star rated hotels in Kenya (Doctoral dissertation, JKUAT-COHRED).
Giousmpasoglou, C., & Hua, T. T. (2020). The use of self-service technologies in budget hotels: the case of Bournemouth. European Journal of Tourism, Hospitality and Recreation, 10(3), 251-261.
Ivanov, S. (2019). Ultimate transformation: how will automation technologies disrupt the travel, tourism and hospitality industries?. Zeitschrift für Tourismuswissenschaft, 11(1), 25-43.
Jacoby, A., Lobo, P., & Salvo, J. J. (2021). Estimating Postcensal Household Size for NYC’s Neighborhoods. Population Research and Policy Review, 40(3), 459-474.
Khan, M., Ahmad, S., Sami, S., & Khaled, A. S. (2021). Overview of Healthcare Tourism: An Indian Perspective. Integral Review: A Journal of Management, 11(1).
Kim, J. J., Lee, J. S., & Han, H. (2023). Tangible and intangible hotel in-room amenities in shaping customer experience and the consequences in the with-corona era. International Journal of Contemporary Hospitality Management, 35(2), 657-681.
Kolberg, D., & Zühlke, D. (2017). Lean automation enabled by industry 4.0 technologies. IFAC-Papers Online, 48(3), 1870-1875.
Koleka, A., & Sharma, A. (2020). 5 A Study on Acceptability of Automated Hospitality Procedures in Bhopal. Future trends in hospitality industry, 35.
Lehto, X. Y., Park, S., Mohamed, M. E., & Lehto, M. R. (2023). Traveler attitudes toward biometric data-enabled hotel services: Can risk education play a role?. Cornell Hospitality Quarterly, 64(1), 74-94.
Lyu, J., Li, M., & Law, R. (2019). Experiencing P2P accommodations: Anecdotes from Chinese customers. International Journal of Hospitality Management, 77, 323-332.
Mabeya, s. T. M. (2019). Influence of teacher attrition on students ‘academic performance in public secondary schools in uasin-gishu county, kenya.
Matthews, M., & Mokoena, B. A. (2020). The influence of service quality dimensions on customer satisfaction within visa facilitation centres in South Africa. International Journal of eBusiness and eGovernment Studies, 12(2), 122-135.
Marangu, L. K. (2021). Quality Management Initiatives and Performance of Five Star Hotels in Nairobi City County Kenya (Doctoral dissertation, Doctoral Dissertation, Kenyatta University).
Mugenda, O. M., & Mugenda, A. G. (2003). Research methods: Quantitative & qualitative apporaches (Vol. 2, No. 2). Nairobi: Acts press.
Napierała, Ł., Karovič, V., & Ivanochko, I. (2020). Bus ticket reservation system agile methods of projects management. In Advances in Intelligent Networking and Collaborative Systems: The 11th International Conference
on Intelligent Networking and Collaborative Systems (INCoS-2019) (pp. 492-501). Springer International Publishing.
Owuor, N. D. (2017). The Relationship between macroeconomic factors and the mortgage market growth in Kenya (Doctoral dissertation, University of Nairobi).
Pencarelli, T. (2020). The digital revolution in the travel and tourism industry. Information Technology & Tourism, 22(3), 455-476.
Pillai, S. G., Haldorai, K., Seo, W. S., & Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Sann, R., Lai, P. C., Liaw, S. Y., & Chen, C. T. (2022). Predicting online complaining behavior in the hospitality industry: Application of big data analytics to online reviews. Sustainability, 14(3), 1800.
Sari, E. B. (2018). Reflections of industry 4.0 to management of service enterprises: smart hotels. International Journal of Contemporary Tourism Research, 2(2), 33-40.
Shahid, S., & Paul, J. (2022). Examining guests’ experience in luxury hotels: Evidence from an emerging market. Journal of Marketing Management, 38(13-14), 1278-1306.
Sharma, D. (2016). Enhancing customer experience using technological innovations: A study of the Indian hotel industry. Worldwide Hospitality and Tourism Themes.
Shin, H., & Kang, J. (2020). Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness. International Journal of Hospitality Management, 91, 102664.
Siagian, H., Tarigan, Z. J. H., & Andreani, F. (2020). The influence of information integration on hotel performance through the green operation and strategic purchasing (Doctoral dissertation, International Workshop on Computer Science and Engineering).
Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Barriers toward purchasing from online travel agencies. International Journal of Hospitality Management, 89, 102593.
Teng, H. Y. (2019). Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job
passion. International Journal of Hospitality Management, 81, 34-42.
Tesot, L. (2021). Factors Influencing Employee Turnover on Star Rated Hotels in Eldoret Town, Uasin Gishu County.
Ulas, D. (2019). Digital transformation process and SMEs. Procedia Computer Science, 158, 662-671.
Ustundag, A., Cevikcan, E., & Karacay, G. (2018). Talent development for Industry 4.0. Industry 4.0: Managing the digital transformation, 123-136.
Walker, J. R. (2021). The restaurant: from concept to operation. John Wiley & Sons.
Yousaf, Z., Usman, M., & Yousaf, S. (2020). Towards strategic business performance of the hospitality sector: Nexus of ICT, E-marketing and organizational readiness. Sustainability, 12(4), 1346.
Zeleke, S., & Kumar, P. (2020). The effect of customer relationship management on customer satisfaction: empirical evidence from star rated hotels in Amhara region, Ethiopia. International Journal of Management, 11(5).
Arapou, D., & Kapiki, S. (2023). Enhancing the Guest Experience in Hospitality through Technology: An Outlook of the Future.
Atakpa, S., Paintsil, E., & Kwofie, A. S. (2020). Information Communication Technology as a Strategic Resource in Enhancing Business Performance of Small Hotels in Ghana. Journal of Scientific Research and Reports, 26(7), 93-106.
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.
Awuondo, B. M. O. (2018). Long range planning of manufacturing footprint (Doctoral dissertation, Massachusetts Institute of Technology).
Ayachit, M., & Chitta, S. (2022). A systematic review of Burnout studies from the Hospitality literature. Journal of Hospitality Marketing & Management, 31(2), 125-144.
Bacinskas, J., & Kempers, V. (2020). Effects of new technologies on customer satisfaction: A study on how new customer-facing technologies in airports affect the customer satisfaction.
Bonaretti, D., Bartosiak, M., Lui, T. W., Piccoli, G., & Marchesani, D. (2020). “What can I (S) do for you?”: How technology enables service providers to elicit customers’ preferences and deliver personalized service. Information & Management, 57(6), 103346.
Boo, H. C., & Chua, B. L. (2022). An integrative model of facial recognition check-in technology adoption intention: the perspective of hotel guests in Singapore. International Journal of Contemporary Hospitality Management, 34(11),
4052-4079.
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: lessons from tourism and hospitality. Journal of service management, 30(4), 484-506.
Car, T., Stifanich, L. P., & Šimunić, M. (2019). Internet of things (iot) in tourism and hospitality: Opportunities and challenges. Tourism in South East Europe, 5(3), 163-175.
Chepkwony, S. K. (2019). Effect of Experimental Method of Teaching on Retention And Application Of Moment Concepts In Physics In Secondary Schools of Marakwet Westsub-County, Kenya (Doctoral Dissertation, University Of
Eldoret).
Chibili, M. N. (2019). Rating Systems and the Structure of the Hospitality Industry. In Modern Hotel Operations Management (pp. 48-91). Routledge.
Connelly, L. M. (2008). Pilot studies. Medsurg nursing, 17(6), 411.
Cornwall, J., Mayland, E. C., van der Meer, J., Spronken-Smith, R. A., Tustin, C., & Blyth, P. (2019). Stressors in early-stage doctoral students. Studies in Continuing Education, 41(3), 363-380.
Gioko, S. M. (2024). Electronic Customer Relationship Management and Performance of Star rated hotels in Kenya (Doctoral dissertation, JKUAT-COHRED).
Giousmpasoglou, C., & Hua, T. T. (2020). The use of self-service technologies in budget hotels: the case of Bournemouth. European Journal of Tourism, Hospitality and Recreation, 10(3), 251-261.
Ivanov, S. (2019). Ultimate transformation: how will automation technologies disrupt the travel, tourism and hospitality industries?. Zeitschrift für Tourismuswissenschaft, 11(1), 25-43.
Jacoby, A., Lobo, P., & Salvo, J. J. (2021). Estimating Postcensal Household Size for NYC’s Neighborhoods. Population Research and Policy Review, 40(3), 459-474.
Khan, M., Ahmad, S., Sami, S., & Khaled, A. S. (2021). Overview of Healthcare Tourism: An Indian Perspective. Integral Review: A Journal of Management, 11(1).
Kim, J. J., Lee, J. S., & Han, H. (2023). Tangible and intangible hotel in-room amenities in shaping customer experience and the consequences in the with-corona era. International Journal of Contemporary Hospitality Management, 35(2), 657-681.
Kolberg, D., & Zühlke, D. (2017). Lean automation enabled by industry 4.0 technologies. IFAC-Papers Online, 48(3), 1870-1875.
Koleka, A., & Sharma, A. (2020). 5 A Study on Acceptability of Automated Hospitality Procedures in Bhopal. Future trends in hospitality industry, 35.
Lehto, X. Y., Park, S., Mohamed, M. E., & Lehto, M. R. (2023). Traveler attitudes toward biometric data-enabled hotel services: Can risk education play a role?. Cornell Hospitality Quarterly, 64(1), 74-94.
Lyu, J., Li, M., & Law, R. (2019). Experiencing P2P accommodations: Anecdotes from Chinese customers. International Journal of Hospitality Management, 77, 323-332.
Mabeya, s. T. M. (2019). Influence of teacher attrition on students ‘academic performance in public secondary schools in uasin-gishu county, kenya.
Matthews, M., & Mokoena, B. A. (2020). The influence of service quality dimensions on customer satisfaction within visa facilitation centres in South Africa. International Journal of eBusiness and eGovernment Studies, 12(2), 122-135.
Marangu, L. K. (2021). Quality Management Initiatives and Performance of Five Star Hotels in Nairobi City County Kenya (Doctoral dissertation, Doctoral Dissertation, Kenyatta University).
Mugenda, O. M., & Mugenda, A. G. (2003). Research methods: Quantitative & qualitative apporaches (Vol. 2, No. 2). Nairobi: Acts press.
Napierała, Ł., Karovič, V., & Ivanochko, I. (2020). Bus ticket reservation system agile methods of projects management. In Advances in Intelligent Networking and Collaborative Systems: The 11th International Conference
on Intelligent Networking and Collaborative Systems (INCoS-2019) (pp. 492-501). Springer International Publishing.
Owuor, N. D. (2017). The Relationship between macroeconomic factors and the mortgage market growth in Kenya (Doctoral dissertation, University of Nairobi).
Pencarelli, T. (2020). The digital revolution in the travel and tourism industry. Information Technology & Tourism, 22(3), 455-476.
Pillai, S. G., Haldorai, K., Seo, W. S., & Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Sann, R., Lai, P. C., Liaw, S. Y., & Chen, C. T. (2022). Predicting online complaining behavior in the hospitality industry: Application of big data analytics to online reviews. Sustainability, 14(3), 1800.
Sari, E. B. (2018). Reflections of industry 4.0 to management of service enterprises: smart hotels. International Journal of Contemporary Tourism Research, 2(2), 33-40.
Shahid, S., & Paul, J. (2022). Examining guests’ experience in luxury hotels: Evidence from an emerging market. Journal of Marketing Management, 38(13-14), 1278-1306.
Sharma, D. (2016). Enhancing customer experience using technological innovations: A study of the Indian hotel industry. Worldwide Hospitality and Tourism Themes.
Shin, H., & Kang, J. (2020). Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness. International Journal of Hospitality Management, 91, 102664.
Siagian, H., Tarigan, Z. J. H., & Andreani, F. (2020). The influence of information integration on hotel performance through the green operation and strategic purchasing (Doctoral dissertation, International Workshop on Computer Science and Engineering).
Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Barriers toward purchasing from online travel agencies. International Journal of Hospitality Management, 89, 102593.
Teng, H. Y. (2019). Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job
passion. International Journal of Hospitality Management, 81, 34-42.
Tesot, L. (2021). Factors Influencing Employee Turnover on Star Rated Hotels in Eldoret Town, Uasin Gishu County.
Ulas, D. (2019). Digital transformation process and SMEs. Procedia Computer Science, 158, 662-671.
Ustundag, A., Cevikcan, E., & Karacay, G. (2018). Talent development for Industry 4.0. Industry 4.0: Managing the digital transformation, 123-136.
Walker, J. R. (2021). The restaurant: from concept to operation. John Wiley & Sons.
Yousaf, Z., Usman, M., & Yousaf, S. (2020). Towards strategic business performance of the hospitality sector: Nexus of ICT, E-marketing and organizational readiness. Sustainability, 12(4), 1346.
Zeleke, S., & Kumar, P. (2020). The effect of customer relationship management on customer satisfaction: empirical evidence from star rated hotels in Amhara region, Ethiopia. International Journal of Management, 11(5).
Article Sidebar
Published
Oct 22, 2024
Article Details
How to Cite
Kiptanui , M. J., Karei, R., & Makomere , J. (2024). Effect of Automated Check in on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya. Journal of Frontiers in Humanities and Social Sciences, 2(3), 68–79. https://doi.org/10.69897/jofhscs.v2i3.164
Issue
Section
Original Articles
Author Biographies
Marion Jepkorir Kiptanui , School of Business, Economics and Management Sciences, University of Eldoret, P.O. Box 1125, Eldoret, Kenya
School of Business, Economics and Management Sciences, University of Eldoret, Kenya
Racheal Karei, School of Business, Economics and Management Sciences, University of Eldoret, P.O. Box 1125, Eldoret, Kenya
School of Business, Economics and Management Sciences, University of Eldoret, Kenya
Julie Makomere , School of Business, Economics and Management Sciences, University of Eldoret, P.O. Box 1125, Eldoret, Kenya
School of Business, Economics and Management Sciences, University of Eldoret, Kenya