Dissertation on benefiting from technology in hotels via digital interactive platform
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| Format: | Thesis |
| Kulcsszavak: | customer satisfaction interactive platform QR codes response time service quality |
| Online Access: | http://dolgozattar.uni-bge.hu/39198 |
| Abstract: | The technological advancement has made a major influence on the Hospitality industry. It reshapes the service and helps improve the service quality enormously. Nowadays, the QR-code scan technology is widely used in hotels, and it helps boosting the hotel’s revenue as well as cutting down extra labor costs. The purpose of this research paper is to discuss the importance of the QRcode based platform applied in hotels and the benefits it brings to the hotel. An inductive approach was applied and a qualitative research method was conducted in this paper. The results showed that there was a positive impact on the implication of QR codes in hotels. The interactive platform could improve the response time of the hotel to feedbacks from customers, hence improving the service quality. Furthermore, some aspect of the platform could increase revenue and conveniences to the departments. However, the platform could not be the decision factor for the customers’ satisfaction and the results proved that the customer could avoid the QR-code based platform contrasting to similar platforms. The theoretical and practical implications of the derived results and future research directions were also discussed with suggestions for further studies. Keywords: QR codes, interactive platform, service quality, response time, customers’ satisfaction |
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