Technology Applications Contact The Hotel Service Satisfaction, Impact Studies

Technology has been widely used in the hotel industry to improve productivity, customer service and increase revenue. The aim of infusing technology in service encounter is to improve customer service and affect customer satisfaction.Based on the results of the iiterature review, there are two assumption models: The first is about the effect of technology infusion in service encounter. The second is about the factors that affect customer satisfaction in technology-based service encounters and the customer's reaction.With the interview of hotel experts and frequent hotel guests, the author collected many satisfaction/dissatisfaction incidents in different service encounter styles. SPSS 11.0 for Windows was employed to verify the assumption model through a questionnaire survey for hotel guests.The results of data analysis are as follows: The customer's satisfaction index of technology-based service encounters is higher than that of interpersonal service encounters. The customer demographic factor, technology receptivity, technology service experiences, hotel types will all have different effects on customer satisfaction of technology-based service encounters. Furthermore, the customer satisfaction of technology-based service encounter will affect the intention to use new technology, the hotel's image and commendation.According to the results of data analysis, combining technology with hotel services will improve customer satisfaction and will have a positive effect on the customer's reaction. However, one must take the cost of technology into consideration. Hotels can choose suitable technology according to their target market and hotel styles, or choose new technology to improve hotel's image and create a competitive advantage. In addition, hotels should strengthen their employees' training to assist the provision of technology services.