ISSN: 2222-6990
Open access
The study aimed to investigate the impact of technology on enhancing guest convenience and service quality in hotels during the pandemic in the four (4) and five (5) star hotels in the National Capital Region (NCR) Metro Manila, Philippines. The Pearson-Correlation revealed that there was a significant relationship exists and it implies that the better the quality of services, the better the assessment of service convenience on the part of the hotel guests. In addition, the Covariance-based structural equation modeling (CB-SEM) analysis revealed significant positive effects of technological integration on both guest convenience and perceived service quality. The key contribution of this paper lies in its novel examination of technology as a mediator in the hotel industry during a global crisis, providing valuable insights for hotel managers and stakeholders in strategizing their services and operations for improved customer satisfaction and business resilience.
António, N., & Rita, P. (2021). COVID-19: The catalyst for digital transformation in the hospitality industry? Tourism and Management Studies, 17(2), 41–46. https://doi.org/10.18089/tms.2021.170204
Benoit, S., Klose, S., & Ettinger, A. (2017). Linking service convenience to satisfaction: dimensions and key moderators. Journal of Services Marketing, 31(6), 527–538. https://doi.org/10.1108/JSM-10-2016-0353/FULL/XML
Benoit, S., Klose, S., & Ettinger, A. (2017). Linking service convenience to satisfaction: dimensions and key moderators. Journal of Services Marketing, 31(6), 527–538. https://doi.org/10.1108/JSM-10-2016-0353/FULL/XML
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1-17. http://dx.doi.org/10.1509/jmkg.66.3.1.18505
Bharwani, S., & Mathews, D. (2021). Post-pandemic pressures to pivot: tech transformations in luxury hotels. Worldwide Hospitality and Tourism Themes, 13(5), 569–583. https://doi.org/10.1108/WHATT-05-2021-0072
Braun, M. T. (2013). Obstacles to social networking website use among older adults. Computers in human behavior, 29(3), 673-680.
Ciasullo, M. V., Montera, R., & Palumbo, R. (2020). Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda. TQM Journal. https://doi.org/10.1108/TQM-12-2019-0299
George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update—Fourth edition. Boston: Allyn & Bacon.
Dash, G., & Paul, J. (2021). CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting. Technological Forecasting and Social Change, 173, 121092. https://doi.org/10.1016/j.techfore.2021.121092
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
DOT ADMINISTRATIVE ORDER NO. 2021-007 (2021). Official Gazette of the Republic of the Philippines. https://www.officialgazette.gov.ph/2021/10/18/administrative-order-no-2021-007/
Filimonau, V., Derqui, B., & Matute, J. (2020). The COVID-19 pandemic and organizational commitment of senior hotel managers. International Journal of Hospitality Management, 91. https://doi.org/10.1016/J.IJHM.2020.102659
Gursoy, D., & Chi, C. G. (2020). Effects of COVID-19 pandemic on hospitality industry: a review of the current situations and a research agenda. Journal of Hospitality Marketing & Management, 29(5), 527-529. agenda. https://doi.org/10.1080/19368623.2020.1788231
Johns, R. (2010). Likert items and scales. Retrieved from Survey Question Bank website: http://www.surveynet.ac.uk/sqb/datacollection/likertfactsheet.pdf
Mehmood, S. M., & Najmi, A. (2017). Understanding the impact of service convenience on customer satisfaction in home delivery: Evidence from Pakistan. International Journal of Electronic Customer Relationship Management, 11(1), 23–43. https://doi.org/10.1504/IJECRM.2017.086752
Memon, M. A., Cheah, J. H., Ramayah, T., Ting, H., Chuah, F., & Cham, T. H. (2019). Moderation analysis: issues and guidelines. Journal of Applied Structural Equation Modeling, 3(1), 1-11.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mohammed, M., Saeed, Q., Xizheng, Z., Abdulwase, R., & Al-Methali, M. A. (2021). Measuring the Relationship Between Service Quality and Customer Satisfaction in the Hotel Industry. International Journal of Scientific and Research Publications, 11(8), 336. https://doi.org/10.29322/IJSRP.11.08.2021.p11644
Moon, H. Y., & Lee, B. Y. (2022). Self-service technologies (SSTs) in airline services: multi mediating effects of flow experience and SST evaluation. International Journal of Contemporary Hospitality Management, 34(6), 2176-2198.
Morosan, C. (2021). An effective approach to modeling intentions to use technologies for social distancing in hotels. Information Technology and Tourism, 23(4), 549–573. https://doi.org/10.1007/s40558-021-00216-3
Mukherjee, S., Baral, M. M., Venkataiah, C., Pal, S. K., & Nagariya, R. (2021). Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels. DECISION 2021 48:4, 48(4), 445–460. https://doi.org/10.1007/S40622-021-00300-X
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91. https://doi.org/10.1016/J.IJHM.2019.102414
Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Park, S., Kwun, D. J., Park, J. Y., & Bufquin, D. (2021). Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology. Https://Doi.Org/10.1080/15256480.2021.1935392.
Sarfraz, Z., Sarfraz, A., Iftikar, H. M., & Akhund, R. (2021). Is COVID-19 pushing us to the Fifth Industrial Revolution (Society 5.0)? Pakistan journal of medical sciences, 37(2), 591–594. https://doi.org/10.12669/pjms.37.2.3387
Sarstedt, M., Hair Jr, J. F., Cheah, J. H., Becker, J. M., & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal, 27(3), 197-211.
Seiders, K., Voss, G., Godfrey, A., & Grewal, D. (2007). SERVCON: Developing and validating a multidimensional service convenience scale. Journal of the Academy of Marketing Science, 35(1), 144–156.
Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business and Management, 5(1). https://doi.org/10.1080/23311975.2018.1423770
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. https://doi.org/10.1016/J.IJHM.2020.102664
Vitezi?, V., & Peri?, M. (2021). Artificial intelligence acceptance in services: connecting with Generation Z. The Service Industries Journal, 41(13-14), 926-946.
Yallop, A., & Seraphin, H. (2020). Big data and analytics in tourism and hospitality: opportunities and risks. Journal of Tourism Futures, 6(3), 257–262. https://doi.org/10.1108/JTF-10-2019-0108/FULL/PDF
(Calinao & Ylagan, 2024)
Calinao, R. J. G., & Ylagan, A. D. (2024). The Mediating Role of Technology During the Covid-19 Pandemic on Guest Convenience and Service Quality of Hotels. International Journal of Academic Research in Business and Social Sciences, 14(3), 841–860.
Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seenavc at: http://creativecommons.org/licences/by/4.0/legalcode