EFFECTS OF INFORMATION TECHNOLOGY PRACTICES ON SERVICE DELIVERY IN STAR-RATED HOTELS IN UASIN GISHU COUNTY, KENYA

Abstract

Service delivery in star-rated hotels across the globe is a complicated phenomenon that requires an extraordinary level of attention to detail, customer focus and operational efficiency. Information Technology (IT) has a positive impact on service delivery and ultimate customer satisfaction. Despite significant investments in technology by star-rated hotels in Kenya and the world over, service delivery still remains a major challenge. The main objective of the study was to investigate the effect of information technology practices on service delivery in star-rated hotels in Uasin Gishu County, Kenya. Specific objectives were as follows; to determine the effect of automated check in, personalized guest experience, smart room control systems and automated tracking on service delivery. The study was guided by Technology Acceptance Model Theory and General System Theory. The study adopted descriptive survey design. The target population was 171 with a sample size of 131 respondents comprise of 12 ICT managers and 12 operation managers and 107 supervisors. Data collection tool were questionnaires on a five point Likert scale. The study used stratified random sampling method for the hotels. Purposive sampling was used to select 12 ICT managers, 12 operation managers and the 12 star-rated hotels since the population was small and manageable. The pilot study was conducted in selected hotels within Nakuru County. Reliability check of the research instruments used Cronbach Alpha test set at 0.7. Data was analyzed with the aid of Statistical Package for Social Sciences (SPSS) software Version 25. Descriptive and inferential statistics were used to analyze data and presentation in form of frequencies, percentages, means and standard Deviation in Tables and Charts. Multiple Linear regression analysis was used to check for the p-values. Regression of coefficients results revealed that automated check in have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β1=0.190, p=0.025). It was also established that Personalized guest experience has a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β2=0.248, p=0.043). In addition, smart room control systems was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β3=0.230, p=0.027). Finally, automated tracking was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β4=0.204, p=0.012). Therefore, the overall regression results imply that there is a significant effect of the given factors on information technology practice in star-rated hotels in Uasin Gishu County, Kenya. As such, an improvement in these factors would lead to a corresponding improvement service delivery in starrated hotels in Uasin Gishu County, Kenya. The study concluded that automated check-in, personalized guest experience, smart room control systems, and automated tracking have a significant positive effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya. These technologies improve efficiency, security, customer satisfaction, and overall hotel operations. The study recommends that starrated hotels should implement automated check-in systems, specifically biometric systems, to improve service delivery. Personalized guest experiences and collecting customer feedback are also recommended to enhance service delivery. Ensuring the security of customer data and property, encouraging customer recommendations, and providing high-quality service are important for meeting customer expectations. In terms of technology, using smart keys, Bluetooth outlets, automatic blinds, and smart lighting can enhance the guest experience.