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© 2025 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.

Abstract

Although integrating smart technologies into service encounters can provide hoteliers with a competitive advantage, managing customer satisfaction in smart hotels remains challenging due to limited knowledge of how to prioritize improvements across smart service and traditional service. Therefore, the study aims to evaluate customer satisfaction with both smart and non-smart technology attributes in smart hotels, identify attributes with high improvement priorities, and uncover factors contributing to customer dissatisfaction. This study proposes a prioritization method for service improvement in smart hotels by analyzing online reviews from 42 smart hotels. The findings reveal that customers’ technological needs are well met in smart hotels, but smart hotels need to promptly address three key issues: long check-in wait times, staff attitude and competence, and breakfast quality. To maximize customer satisfaction, managers should adopt a hybrid service model that strikes the right balance between technology and human interaction.

Details

Title
Be Smart, but Not Humanless? Prioritizing the Improvement of Service Attributes in Smart Hotels Based on an Online Reviews-Driven Method
Author
Chen, Zeyu 1   VIAFID ORCID Logo  ; Chuah, Stephanie Hui-Wen 2   VIAFID ORCID Logo  ; Balasubramanian Kandappan 1   VIAFID ORCID Logo 

 School of Hospitality, Tourism, and Events, Taylor’s University, Subang Jaya 47500, Selangor, Malaysia; [email protected] (Z.C.); [email protected] (K.B.) 
 Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia 
First page
4036
Publication year
2025
Publication date
2025
Publisher
MDPI AG
e-ISSN
20711050
Source type
Scholarly Journal
Language of publication
English
ProQuest document ID
3203260724
Copyright
© 2025 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.