Effect of Automated Check in on Service Delivery in Star-Rated Hotels in Uasin Gishu County, 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.