Advisers

Esterlin B. Regatillo, MPA

Discipline

Hospitality Management

Abstract

Technology plays a vital role in enhancing convenience, security, comfort, and time efficiency in the hospitality industry. With rapid global innovations and easy access to information, consumers increasingly prefer hotels that integrate advanced service technologies. Hotels adopt digital and automated systems such as contactless check-in/out, digital keys, in-room automation, and smart devices to improve guest experiences, streamline operations, and increase efficiency. This study examined the influence of service technologies on guest satisfaction at Spring Hotel in Cubao, Quezon City. The study employed a quantitative correlational research design. Data were collected from fifty (50) hotel guests who had stayed at Spring Hotel and directly experienced its service technologies. A purposive sampling technique was used to select respondents relevant to the research objectives. Data were gathered through a structured survey questionnaire assessing demographic profile and satisfaction with service technologies. Statistical tools such as frequency, percentage, weighted mean, and correlation analysis were used to interpret the data. Findings revealed that most respondents were aged 18–28 years, predominantly male, and largely college graduates. The majority visited the hotel 1–2 times per month. Overall, guests expressed satisfaction with the hotel’s service technologies. Basic features such as room keys, Wi-Fi, and climate control were rated positively, with room keys receiving the highest satisfaction. Excitement factors like contactless payments and Smart TVs enhanced the guest experience, while performance factors such as responsiveness to service requests were also favorably evaluated. However, minor issues were reported, including unstable internet connections, unresponsive air-conditioning panels, and occasional digital system glitches. Correlation analysis showed that age, gender, and educational attainment had minimal influence on satisfaction, whereas frequency of visit had a significant positive relationship with satisfaction. The findings indicated that Spring Hotel’s service technologies were generally well received. Advanced features were positively associated with guest satisfaction, particularly among repeat visitors. Addressing internet instability, unresponsive control panels, and occasional system glitches may further improve the guest experience.

Keywords

guest satisfaction, service technology, hotel automation