The Impact of Technology Amenities on Hotel Guest Overall Satisfaction

Abstract

Technology is a critical determinant in hotel guest satisfaction. Hotels often utilize technology as a value-added amenity to help promote differentiation and enhance guest satisfaction. The purpose of this study was twofold: to measure and document the level of guest satisfaction with existing technology-based amenities, and to examine the scope of impact of such amenities on overall hotel guest satisfaction. A random sample of 3,000 American travelers was chosen from a national database for this study. A total of 534 usable responses were received. The results indicate that there is a significant positive relationship between three factors—“Business Essentials for Travelers,” “In-Room Technologies,” “Internet Access”—and hotel guest's overall satisfaction. “Comfort technologies” factor was found not significant in predicting hotel guest's overall satisfaction.