Role of Smart Technologies in the Room Division Operations of the Hotel Industry A Study of 5 star Hotels in Delhi NCR

Abstract

The sample in this study contains employees who are using technological tools in room divisions operations, including the entire front office and housekeeping department, were taken as the potential study population. The study planned to collect at least 500 sample responses by covering at least 10 respondents from each selected hotel (50) in Delhi NCR. After the distribution of 500 questionnaires, 455 responses were collected and among them only 421 were usable, making the response rate equal to approximately 84 percent. newlineThe data collected through primary sources was edited and coded before being recorded into Statistical Package for Social Sciences (SPSS) version 20 was utilized for further examination. The data collected was described by using statistical tools i.e. Descriptive newlinestatistics, exploratory factor analysis (EFA), regression analysis to obtain the results that are of great importance to the study. newlineFrom the results of the study, it can be concluded that the smart technology adoption in the current study presented through the existence and operational use of 18 different smart technology applications in room division department in selected five star hotels in NCR of India. More comprehensively, the descriptive analysis reported 10 smart technology variables with high perception mean (more than 3.5) indicating regular use of smart technology applications. It was identified that perceived usefulness, perceived ease of use, compatibility, relative advantage and government support, have a significant influence on adoption of smart technologies in room division operations in 5-star hotels. Another conclusion of this study is that the adoption of smart technologies has the major impact on business performance when measured through FP, IN, EP, OE and SQ. newlineLastly, study also concluded that insufficient technology infrastructure, lack of face-to-face human interest among guest-host, complexity in using smart technology in hotel operations, lack of in-house technical expertise.