An analysis of in-room entertainment technologies in hotels
In-room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the market place today, hoteliers have little clarity of guests' expectations and which in-room entertainment technology amenities will drive guest satisfaction and increase loyalty to the hotel brand. In this highly competitive environment for travelers, lodging managers should better understand their guests' expectations in order to keep current customers and attract new customers. The purpose of this study is to explore differences in in-room entertainment technology amenity needs between leisure and business travelers as well as, to discover the importance and satisfaction ratings of in-room entertainment technology amenities among these two groups of travelers when selecting hotels. A sample of 2,500 frequent travelers was drawn randomly from a national database by rent-a-list.com for this study.
The findings of this study will be useful in evaluating and implementing in-room entertainment technology amenities in hotels at both the local and corporate level. Moreover, these findings will provide guidance in developing short-term and long-term strategies for the application of technology in hotel guests' services offerings. Hotel managers and operators should find the importance and satisfaction means presented in this study useful when making hotel investments in guest room entertainment technology. This research studied the world of in-room entertainment services from the guest's perspective.
0723: Information science