Folalu, A. A. (2019) IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) ON QUALITATIVE SERVICE DELIVERY IN HOSPITALITY INDUSTRY. In: 1st National Conference of WITED, Ilaro Chapter. The Federal Polytechnic, Ilaro, 13-16 August 2019, The Federal Polytechnic, Ilaro.
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Abstract
The study focused on impact of information and communication technology (ICT) on qualitative service delivery in hospitality industry using five selected hotels in Abeokuta as study area. It is an empirical study whose major source of data was primary source through questionnaire which was conducted among 102 respondents. The main objective of this research work is to find out the major Impact of Information and Communication Technology (ICT) on Qualitative Service Delivery in hospitality industry. It is a research whose data analysis method involves the use of descriptive statistics techniques such as frequencies and simple percentages was done and hypothesis tested via Chi-square (X2). It was found out from the study that the availability of technological facilities within selected hotels in the study area significantly improve the Qualitative Service Delivery in the selected hotels. Also, the respondents indicated that technology has improved rate of patronage, reduced cost of operations, improved customer service and increased awareness in the usage of the various available technological facilities in the study area respectively. The study therefore recommends that hotels in the study area should ensure the adequacy of these technological facilities in their hotels and also ensure the effectiveness and efficiency of these facilities. Hotels in the study area should ensure regular maintenance of these technological facilities in order to ensure profit maximization. The study concludes that if the information communication technologies in the study area are used effectively, it will yield a positive impact on guest experience and that of the industry but their service could be more improved when most of these technological facilities are more effective in their usage.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Mr Taiwo Egbeyemi |
| Date Deposited: | 11 Oct 2022 11:13 |
| Last Modified: | 11 Oct 2022 11:13 |
| URI: | http://eprints.federalpolyilaro.edu.ng/id/eprint/2029 |
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