The Role of Internet of Things in Improving Hotel Operations in Hospitality and Tourism Services and Its Impact on Customers Loyalty | ||||
| Journal of Tourism, Hotels and Heritage | ||||
| Volume 10, Issue 1, June 2025, Page 102-126 PDF (677.31 K) | ||||
| Document Type: Original Research | ||||
| DOI: 10.21608/sis.2025.383006.1193 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Ayda Fayez Saber* 1; Shams Hassan Helmy* 2; Mohamed Hussein Abdel Gaber  2
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| 1Lecturer, Hospitality Management Department, the Higher Institute for Tourism and Hotels, Badr City, Cairo, Egypt | ||||
| 2Lecturer, Hotel Management Department, the Higher Institute for Tourism and Hotels, Badr City, Cairo, Egypt | ||||
| Abstract | ||||
| This study explores the role of Internet of Things (IoT) in improving hotel operations and hospitality and tourism services, examining its impact on customers loyalty. The research investigates how IoT applications enhance operational efficiency, guest experiences, and personalized services, contributing to higher customer retention rates. Using qualitative and quantitative-approaches, the study provides insights into IoT adoption in the hospitality and tourism industry and offers recommendations for optimizing its benefits. Findings reveal that IoT significantly automates processes such as check-in/out, energy management, and smart room controls, thereby enhancing guest comfort and convenience. IoT technologies also facilitate real-time guest interaction and personalized service delivery, boosting satisfaction and brand loyalty. Nevertheless, the study highlights challenges including high implementation costs, data security risks, and the need for continuous employee training. Statistical analysis confirms a strong positive correlation between IoT adoption and improvements in operational efficiency, customer satisfaction, and loyalty. Recommendations emphasize investing in smart infrastructure, staff training, data privacy policies, and integrating AI-based personalized services. Overall, IoT emerges as a vital tool in elevating competitive advantage and service quality in the hospitality and tourism sector. keywords: Internet of Things (IoT), Hospitality and Tourism services, Customers Loyalty and Experience, Operational Efficiency, Data Security. | ||||
| Keywords | ||||
| keywords: Internet of Things (IoT); Hospitality and Tourism Industry; Customers Loyalty and Experience; Operational Efficiency; Data Security | ||||
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