Preferences of Technology Amenities, Satisfaction and Behavioral Intention: The Perspective of Hotel Guests in Hong Kong

Abstract

ABSTRACT Technology in the hospitality industry is becoming increasingly important nowadays, because it has a close relationship with guest satisfaction and behavioral intention. This research aims to investigate hotel guests’ preferences of in-room technology amenities by different demographic groups, and to find out how technology amenities including robots, artificial intelligence, and service automation, affect hotel guests’ satisfaction, which in turn influence future behavioral intention to choose hotel and destination. This study uses a mixed quantitative and qualitative approach. Data are analyzed using SPSS and NVIVO. Results show that hotel guests’ preferences of technology amenities vary significantly by their education levels and will influence guests’ satisfaction and behavioral intention with regard to both hotel selection and destination selection. This paper appears to be the first attempt to investigate the influence of hotel guests’ technology preferences on their behavioral intention in both the hotel and the tourism destination context. With the expectation to help the hotel industry, managerial implications and suggestions on technology adoption were provided on the basis of data analysis.