Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology impacts regardless of environment, but heretofore had not been tested in the convention hotel segment. This was a quantitative case study using survey analysis to examine customer perceptions of self-service technologies at the Rosen Centre Hotel in Orlando, Florida. The results of this study supported a direct association between positive and negatives attributes of SST and corresponding customer check-in satisfaction levels. Secondly, while results supported direct association between customer check-in satisfaction and affective customer commitment, virtually no association was found between satisfaction and instrumental commitment.
| Identifer | oai:union.ndltd.org:ucf.edu/oai:stars.library.ucf.edu:etd-5440 |
| Date | 01 January 2010 |
| Creators | Deel, Gary |
| Publisher | University of Central Florida |
| Source Sets | University of Central Florida |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | Electronic Theses and Dissertations |
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