Customer Experience and Health Assurance: The Effectiveness of Advanced Cleaning Technologies in Hotels
Pacil, April (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025112529810
https://urn.fi/URN:NBN:fi:amk-2025112529810
Tiivistelmä
This study examines the relationship between advanced cleaning technologies and customer experience in hotels in Finland, focusing on how innovations in hygiene influence guests’ perceptions of cleanliness, health assurance, satisfaction, and loyalty. The research employed a quantitative design through an online survey distributed to Finnish and international travellers who stayed in three to five star urban hotels in Finland between January 2023 and June 2025. The quantitative method enabled the collection of measurable data regarding awareness, perceptions, and behaviors related to the use of cleaning technologies.
The findings revealed that the use of advanced cleaning technologies such as UV C disinfection, robotic vacuum systems, HEPA air filtration, and eco friendly cleaning products, significantly enhanced guests’ sense of safety, comfort, and satisfaction. Most respondents (84%) were aware of these technologies, and many stated that visible and proactive hygiene measures had a positive impact on their confidence in the hotel’s cleanliness. The study also found that hotels integrating modern and sustainable cleaning systems were able to strengthen brand trust, guest satisfaction, and customer loyalty.
However, the results also highlighted a communication gap: while the use of such technologies is widespread, few hotels clearly inform or explain these measures to their guests. This indicates that visibility and transparency are crucial to fully maximizing the psychological reassurance provided by hygiene technologies. Guided by the Technology Acceptance Model (TAM), Risk Perception Theory, and Triple Bottom Line (TBL) framework, the study concludes that perceived usefulness, visibility, and environmental responsibility are key factors driving customer satisfaction and trust in the post pandemic hospitality environment.
The study recommends that hotels strengthen guest communication, improve the visibility of their cleaning operations, and promote the use of eco friendly cleaning practices aligned with sustainability goals. Continuous staff training, the adoption of smart monitoring systems, and the implementation of standardized hygiene communication protocols are also advised to enhance operational efficiency and brand credibility. Overall, the research concludes that advanced cleaning technologies are not merely operational tools but essential elements in improving service quality, guest confidence, and the sustainable reputation of hotel brands within Finland’s hospitality industry.
The findings revealed that the use of advanced cleaning technologies such as UV C disinfection, robotic vacuum systems, HEPA air filtration, and eco friendly cleaning products, significantly enhanced guests’ sense of safety, comfort, and satisfaction. Most respondents (84%) were aware of these technologies, and many stated that visible and proactive hygiene measures had a positive impact on their confidence in the hotel’s cleanliness. The study also found that hotels integrating modern and sustainable cleaning systems were able to strengthen brand trust, guest satisfaction, and customer loyalty.
However, the results also highlighted a communication gap: while the use of such technologies is widespread, few hotels clearly inform or explain these measures to their guests. This indicates that visibility and transparency are crucial to fully maximizing the psychological reassurance provided by hygiene technologies. Guided by the Technology Acceptance Model (TAM), Risk Perception Theory, and Triple Bottom Line (TBL) framework, the study concludes that perceived usefulness, visibility, and environmental responsibility are key factors driving customer satisfaction and trust in the post pandemic hospitality environment.
The study recommends that hotels strengthen guest communication, improve the visibility of their cleaning operations, and promote the use of eco friendly cleaning practices aligned with sustainability goals. Continuous staff training, the adoption of smart monitoring systems, and the implementation of standardized hygiene communication protocols are also advised to enhance operational efficiency and brand credibility. Overall, the research concludes that advanced cleaning technologies are not merely operational tools but essential elements in improving service quality, guest confidence, and the sustainable reputation of hotel brands within Finland’s hospitality industry.