Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt
Hassan, H., Nassar, M., Kamal, M. (2022). Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt. EKB Journal Management System, 1(1), 64-76. doi: 10.21608/pijth.2022.264970
Hamada Hassan; Mohamed Nassar; Mohamed Kamal. "Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt". EKB Journal Management System, 1, 1, 2022, 64-76. doi: 10.21608/pijth.2022.264970
Hassan, H., Nassar, M., Kamal, M. (2022). 'Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt', EKB Journal Management System, 1(1), pp. 64-76. doi: 10.21608/pijth.2022.264970
Hassan, H., Nassar, M., Kamal, M. Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt. EKB Journal Management System, 2022; 1(1): 64-76. doi: 10.21608/pijth.2022.264970

Customer Acceptance of Self-Service Technology in Five-Star Hotels in Egypt

Pharos International Journal of Tourism and Hospitality
Volume 1, Issue 1, September 2022, Page 64-76  XML PDF (502.97 K)
Document Type: Original Article
DOI: 10.21608/pijth.2022.264970
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Authors
Hamada Hassan1; Mohamed Nassar2; Mohamed Kamal2
1Hotel Management Department, Faculty of Tourism and Hotel Management, Pharos University in Alexandria
2Hotel Studies Department, Faculty of Tourism and Hotels, Alexandria University
Abstract
Self-service technology (SST) is continuously improving to make a wide range of services easier, quicker, and more suitable. The current study aims mainly to explore customers' acceptance and intention to use SST in five-star hotels in Egypt based on its ease of use and usefulness. Therefore, the current research highlighted four issues of SST, namely; technology acceptance (perceived usefulness and ease of use), technology readiness (innovativeness, optimism, discomfort, and insecurity), technology characteristics (responsiveness and smartness), and customers' intention to use SST. Five main hypotheses were developed consequently.
A survey form was completed by 940 hotel customers; they were selected randomly from five-star hotels in five regions. The findings revealed that customer acceptance of SST in hotels was significantly correlated with technology readiness and technology characteristics. In addition, there was a significant correlation between customers' acceptance of SST and their intention to use it. The research presents a comprehensive insight into SST practices in five-star hotels in Egypt. Furthermore, many implementations are provided that help hotel managers and decision-makers understand what motivates customers to accept SST.
Keywords
Self-service technology; technology readiness; technology acceptance; Egypt
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