Impact of Technology Evolution on Customer Satisfaction in Hotel Industry Affected by Covid-19
Mathias, Nicole; Mäkiluoma, Ronja (2023)
2023
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053116782
https://urn.fi/URN:NBN:fi:amk-2023053116782
Tiivistelmä
Covid-19 pandemic tremendously changed and affected all areas of people’s everyday life, forcing people to avoid crowds, follow the curfews and avoid travelling. Hotel services were forced to change their performance. Technologies implemented at the hotel not only enabled businesses to continue their operations, but they helped increase customer satisfaction.
This study aims to identify how technological evolution impacted customer satisfaction in hotel industry during Covid-19 pandemic. The main research questions that authors aimed to answer were regarding the evolutions of technology such as how Covid-19 has affected the technological development in hotel services and how technological evolution has increased customer satisfaction with services during the Pandemic.
This research has been conducted with quantitative method. Google Forms has been chosen by the authors for best convenience for research distribution. The target group for this research were people who travelled during Covid-19 Pandemic and stayed at the hotels during their trips.
The relevance of this research is reflected in context of latest situation happening in the world. Within this period, businesses have struggled to adapt to the “new normal” and were forced to quickly find solutions to maintain profitability. This thesis represents how travelers have reacted to the change in rather unusual situation in the world.
This analysis can be used by the hotels as a base for the further research in customer satisfaction with technologies in hotel services. Taking this research as a basis, hotels can start implementing technologies in their services step by step to earn trust among customers, improve customer satisfaction and customer journey within the hotel industry.
This study aims to identify how technological evolution impacted customer satisfaction in hotel industry during Covid-19 pandemic. The main research questions that authors aimed to answer were regarding the evolutions of technology such as how Covid-19 has affected the technological development in hotel services and how technological evolution has increased customer satisfaction with services during the Pandemic.
This research has been conducted with quantitative method. Google Forms has been chosen by the authors for best convenience for research distribution. The target group for this research were people who travelled during Covid-19 Pandemic and stayed at the hotels during their trips.
The relevance of this research is reflected in context of latest situation happening in the world. Within this period, businesses have struggled to adapt to the “new normal” and were forced to quickly find solutions to maintain profitability. This thesis represents how travelers have reacted to the change in rather unusual situation in the world.
This analysis can be used by the hotels as a base for the further research in customer satisfaction with technologies in hotel services. Taking this research as a basis, hotels can start implementing technologies in their services step by step to earn trust among customers, improve customer satisfaction and customer journey within the hotel industry.