Mobile Technology Adaptation
Purpose of the study:
The purpose of this study is to understand the impact of adopting mobile technology by hotels and the hotel industry through the paradigm provided by the JW Marriott Hotel in Bangkok, Thailand on customer satisfaction. In the process of the research the method and challenges faced by the hotel during the before implementing mobile technology as well as after adoption of these innovations have been examined. This research will contribute to the literature of the roles that mobile technology plays in the hospitality industry (Bryman & Bell , 2005).This study received the cooperation of participants comprised of hotel guests of the Marriot in Bangkok. One significant aspect of this research is to help hotels determine the efficacy of providing mobile technology to guests despite the initial capital requirement so as to satisfy the customers and retain customer loyalty. The outcome will illustrate customer satisfaction relating to Marriot’s mobile technology in relation to customer needs for mobile technology while guests of the hotel (Bingimlas, 2016).
Objectives of the study:
The objectives of examining whether the adoption of mobile technology by JW Marriot Hotel for purposes of achieving customers ‘satisfaction were to conduct the literature review on mobile technology in the hospitality business and the impact on customer experience. A further objective was to critically examine the six rings of the modern customer experience framework and the equity theory in relation to guest experiences of hotel services. The research methodology was conducted through primary research questionnaires, surveys and interviews with random guest respondents staying at the JW Marriott Hotel Bangkok. Additionally the researcher analysed the data collected from the primary investigations as well as an empirical review of the literature for understanding the implementation and perception of mobile technology in the hotel. The final objective was to provide recommendations and findings from the analysis of data for the benefit of Marriot Hotel management in relation to customer satisfaction (Alice, 2016).
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