Keywords

commitment, satisfaction, self-service technology, lodging

Abstract

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.

Notes

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Graduation Date

2010

Advisor

Severt, Denver

Degree

Master of Science (M.S.)

College

Rosen College of Hospitality Management

Degree Program

Hospitality and Tourism Management

Format

application/pdf

Identifier

CFE0003358

URL

http://purl.fcla.edu/fcla/etd/CFE0003358

Language

English

Release Date

1-9-2010

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Location

Rosen College of Hospitality Management

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