RESEARCH PROJECT

RESEARCH TITLE: IMPACT OF TECHNOLOGY ON CUSTOMER SATISFACTION

IN HOTELS IN NAIROBI COUNTY

INDEX NUMBER: 4061150687

NAME: WALUNYWA ESTHER NABULUNGUKHA

NAME OF SUPERVISOR: MADAM HILDA

NAME OF INSTITUTION: KABETE NATIONAL POLYTECHNIC

PRESENTED TO: KENYA NATIONAL EXAMINATION COUNCIL FOR THE

AWARD OF DIPLOMA IN CATERING AND ACCOMODATION MANAGEMENT

COURSE CODE: 2819

EXAMINATION SERIES: NOVEMBER 2024

i
DECLARATION STATEMENT

I declare that this is my original work and has been completed solely by me.I have not copied or
received unauthorized assistance in the process and all sources have been properly
acknowledged.

Student: Esther Walunywa Nabulungukha

Sign :

Date. :

Supervisor: Hilda Murugi

Sign. :

Date. :

ii
ACKNOWLEDGEMENT

I would like to acknowledge God for providing guidance and strength to develop this business
plan.I would also like to acknowledge my lecturer Hilda Murugi for guiding me through the
whole process.My parents and my brother Castro in United States of America who has been
there for me both financially and morally.

iii
DEDICATION

I'm granting special dedication to my parents,Zacchaeus Mayah , Abisaky Wafula and my

brother Castro Walunywa for their support to ensure I pursue my education.

iv
ABSTRACT

The study evaluates the relationship between technology driven touch points such as mobile

applications, chatbots and self _service kiosks and customer satisfaction levels. Data collected

from survey and interviews indicates that technology improves convenience and accessibility,

contributing positively to customers satisfaction. However , the findings also highlight potential

drawbacks such as reduced Huma interaction and dependency on digital literacy, which may lead

to customers dissatisfaction among certain demographics. The research concludes that while

technology generally enhances customer satisfaction, a balanced approach combining technology

with personalized service can optimize customer experiences and loyalty. This study has

implications for business aiming to leverage technology to enhance customer satisfaction

effectively.

v
LIST OF FIGURES

Figure 1: Showing gender...........................................................................................................12

Figure 2: Level of Education......................................................................................................13

Figure 3: Department..................................................................................................................14

Figure 4: Job Title.......................................................................................................................15

Figure 5: Impact of various technological advancement on customer satisfaction...............16

Figure 6:Showing levels of customer satisfaction using different types of technology..........17

Figure 7:Showing emerging trends & future technological innovations................................18

vi
LIST OF TABLES

Table 1:Showing gender..............................................................................................................11

Table 2: Level of Education........................................................................................................12

Table 3: Department....................................................................................................................13

Table 4: Job Title.........................................................................................................................14

Table 5: Impact of various technological advancement on customer satisfaction.................16

Table 6: Showing levels of customer satisfaction using different types of technology..........17

Table 7: Showing emerging trends & future technological innovations................................18

vii
Contents

DECLARATION STATEMENT....................................................................................................ii

ACKNOWLEDGEMENT..............................................................................................................iii

DEDICATION................................................................................................................................iv

ABSTRACT....................................................................................................................................v

LIST OF FIGURES........................................................................................................................vi

LIST OF TABLES........................................................................................................................vii

CHAPTER ONE..............................................................................................................................1

1.1 BACKGROUND STUDY.........................................................................................................1

1.2 PROBLEM STATEMENT........................................................................................................2

OBJECTIVES..................................................................................................................................2

1.4 RESEARCH QUESTIONS.......................................................................................................3

1.5 CONCEPTUAL FRAMEWORK..............................................................................................3

CHAPTER TWO.............................................................................................................................4

LITERATURE REVIEW................................................................................................................4

viii
2.0 OVERVIEW..............................................................................................................................4

2.1 TECHNOLOGY IN HOTELS (INDEPENDENT VARIABLE)..............................................4

2.1.1 IMPACT OF TECHNOLOGY ON CUSTOMER SATISFACTION IN HOTELS IN

HOTELS IN NAIROBI COUNTY.............................................................................................5

2.1.2 LEVELS OF CUSTOMER SATISFACTION USING DIFFERENT TYPES OF

TECHNOLOGY IN NAIROBI COUNTY.................................................................................5

2.1.3 EMERGING TRENDS AND FUTURE TECHNOLOGICAL INNOVATIONS THAT

COULD FURTHER IMPACT CUSTOMER SATISFACTION................................................6

2.3 CUSTOMER SATISFACTION (DEPENDENT VARIABLE)................................................7

CHAPTER THREE.........................................................................................................................9

METHODOLOGY..........................................................................................................................9

3.0 OVERVIEW..............................................................................................................................9

3.1 STUDY AREA..........................................................................................................................9

3.2 RESEARCH DESIGN...............................................................................................................9

3.2.1 SIMPLE RANDOM PROBABILITY SAMPLING..........................................................9

3.3 TARGET POPULATION.......................................................................................................10

3.4 SAMPLING TECHNIQUE.....................................................................................................10

3.5 DATA COLLECTION............................................................................................................10

ix
3.6 DATA ANALYSIS.................................................................................................................10

CHAPTER FOUR.........................................................................................................................11

FINDINGS, DATA ANALYSIS, CONCLUSIONS AND RECOMMENDATIONS.................11

4.0 OVERVIEW............................................................................................................................11

4.1 RESPONSE, RATE AND DEMOGRAPHICS.......................................................................11

4.1.1 GENDER..........................................................................................................................11

4.1.2 LEVEL OF EDUCATION...............................................................................................12

4.1.3 DEPARTMENT...............................................................................................................13

4.1.4 JOB TITLE.......................................................................................................................14

4.2 RESPONSE ON OBJECTIVE 1.............................................................................................15

4.2.1 What is the impact of various technological advancements on customer satisfaction

levels in Nairobi County hotels.................................................................................................16

4.3 RESPONSE ON OBJECTIVE 2.............................................................................................17

4.3.1 TO DETERMINE THE LEVELS OF CUSTOMER SATISFACTION USING

DIFFERENT TYPES OF TECHNOLOGY IN NAIROBI COUNTY......................................17

4.4 RESPONSE ON OBJECTIVE 3.............................................................................................18

4.4.1 TO IDENTIFY EMERGING TRENDS AND FUTURE TECHNOLOGICAL

INNOVATIONS THAT COULD FURTHER IMPACT CUSTOMER SATISFACTION......18

x
4.5 CONCLUSION........................................................................................................................19

4.6 RECOMMENDATIONS.........................................................................................................19

REFERENCES..............................................................................................................................20

APPENDIX....................................................................................................................................21

xi
 CHAPTER ONE

1.1 BACKGROUND STUDY

The hospitality industry has witnessed significant transformations due to technological

advancements. These changes have not only streamlined operations but also enhanced customer
satisfaction by offering more personalized and efficient services. Bill Gates as the co-founder of
Microsoft in 1975,Gates played a crucial role in the proliferation of personal computing.
Microsoft software solutions have been vital in the development of hotel management systems.
He quoted that "we always overestimate the change that will occur in the next two years and
underestimate the change that will occur in the next ten. Don't let yourself be pulled inaction.

Steve Jobs (1995_2011) was the co_founder of Apple jobs introduction of the iPhone
revolutionized mobile technology leading to the widespread use of mobile apps in North
American hospitality.He said that "Innovation distinguishes between a leader and a
follower.Renaud Laplanche(1970_present) was the co_founder of lending club and upgrade,
Laplanches focus on fintech innovations has influenced Europe's adoption of digital payment
systems in the hospitality sector.He said that"The key to growth is the introduction of higher
dimensions of consciousness into our awareness.(2012).

The integration of technology in Kenya's hospitality industry has been driven by the increasing
demand for efficient and high quality services.Over the years the industry has transitioned from
traditional methods to more _technology driven approaches.Bitange Ndemo a former permanent
secretary in the ministry of information and communication played a pivotal role in the
expansion of internet connectivity which has been a crucial for the hospitality sector.He said that
"technology is the greatest enabler of development it allows us to do things,faster more
efficiently and more effectively (2010). Michael Joseph (1946) present as the founding CEO of
Safaricom was instrumental in launching mpesa in 2007 ,a mobile money service that
revolutionized payment systems in Kenya.He quoted that"innovation is about solving real
problems and making life easier for people.(2013).

1
Nairobi, the capital city of Kenya has become a hub for technological innovation and
development.Juliana Rotich founder of Ushahidi ,has significantly influenced the tech landscape
in Nairobi,Ushahidi's platform, initially developed for Crisis mapping,has been adapted for
gathering and analyzing customer feedback in the hospitality industry.He said that "technology
can bridge gaps and bring us closer together, providing solutions that are both innovative and
impactful (2011).Sam Gichuru the founder of Nailab a leading startup incubator in Nairobi and
has supported numerous tech startup that offers innovative solutions to the hospitality sector.He
quoted that"the future of our economy lies in our ability to innovate and adapt to new
technologies.(2015.)

1.2 PROBLEM STATEMENT

Despite the widespread adoption of advanced technologies in the hospitality industry, customer
satisfaction levels remain inconsistent and there is room for improvement to reach its peak
performance.The intended benefits of technological integration such as enhanced
convenience,personalized service's and improved operational efficiency are frequently
undermined by technical issues,lack of personalization and inadequate staff training.This
difference highlights a critical need for hotels to better technology to fulfill customer
expectations, improve service quality and maintain competitive advantage in a dynamic market.

OBJECTIVES

1.To establish the impact of technology on customer satisfaction in hotels in Nairobi.

2.To determine the levels of customer satisfaction using different types of technology in Nairobi
county

3. To identify emerging trends and future technological innovations that could further impact
customer satisfaction.

2
1.4 RESEARCH QUESTIONS

1.What has the implementation of technology in hotels within Nairobi county impacted customer
satisfaction?

2.When do different types of technology affect levels of customer satisfaction in hotels within
Nairobi county?

3.What are the current trends and future technological innovations that could further impact
customer satisfaction?

1.5 CONCEPTUAL FRAMEWORK

Impact of technology on customer satisfaction

Independent Variable Dependent Variable

Online booking systems Customer satisfaction

Mobile check-in services Guest experience ratings

Smart room technologies Repeat booking rates

Digital payment systems Customer loyalty services

Guest feedback and review platforms Online reviews and feedback

3
 CHAPTER TWO

LITERATURE REVIEW

2.0 OVERVIEW

The integration of technology in the hotel has significantly enhanced customer satisfaction by
improving service delivery personalization and convenience.From streamlining booking and
check_in processes to introducing smart room technologies and enhancing communication,
technology has transformed the guest experience in ways that lead to higher satisfaction and
loyalty.However, the success of these technologies relies on their accessibility,ease of use and
ability of hotel staff to use them effectively.

2.1 TECHNOLOGY IN HOTELS (INDEPENDENT VARIABLE)

In late 1800s the introduction of telephones in hotels was one of the earliest uses of technology
allowing guests to communicate with hotel staff and external parties.In the late 19 th century the
invention of the elevator revolutionized hotel design making it possible to build taller hotels and
improving guest convenience.

In 1950s hotels began installing TVs in guest rooms, enhancing in_room entertainment and
providing a new level of comfort for travellers.Hotels started using electronic key cards for room
access for better security and convenience.

Global distribution systems initially developed by airlines allowed travel agents and online
booking platforms to access real time hotel availability helping to increase room bookings,
internet access where with the rise of internet, hotels began offering internet access to guests.

4
2.1.1 IMPACT OF TECHNOLOGY ON CUSTOMER SATISFACTION IN HOTELS
IN HOTELS IN NAIROBI COUNTY

Enhanced booking and check in experience which includes online booking platforms.The
convenience of online booking has increased customer satisfaction by offering a seamless
reservation process.mobile check_in and self _service kiosks to reduce the time spend at
reception.This has enhanced the overall experience, particularly for business travellers by
minimizing delays and offering more personalized options.

Improved communication and personalisation where their is use of mobile apps and digital
services that allow guests to access room service,book amenities and get information directly
through their smartphones.Increased security and convenience by use of biometric access and
digital keycards thus offering enhanced security and they include fingerprint or facial recognition
this improves guest confidence in the hotels security measures and contributes to a sense of
safety.

WI_FI and connectivity where high speed reliable WI_FI has become a necessity especially for
business travellers.Hotels now offer strong internert connections in rooms, conference halls
ensuring that guests can work or stay connected easily.

Faster and personalized service delivery, where by some hotels now offer automated room
service where guests can place orders through apps or digital devices.This cuts down on cost
times and ensures a more efficient personalized dining experience.

2.1.2 LEVELS OF CUSTOMER SATISFACTION USING DIFFERENT TYPES OF

TECHNOLOGY IN NAIROBI COUNTY

Booking and reservation systems, online booking platforms offers high levels of customer
satisfaction due to their convenience allowing guests to book rooms,compare prices and read
reviews from anywhere at any time thus enhancing convenience,ease of use and ability to
customize and manage bookings online contribute to higher satisfaction.

5
Check _in and check _out technology,self service kiosks reduce wait times at reception allowing
guests to check in and out quickly which leads to quick service and minimal human interaction
appeal to those who priotize speed.Smart room technologies which include in_room automation
technologies like smart lighting, temperature control, voice _activated assistants and
entertainment systems offer personalized experiences enhancing guest comfort.

Customer service and communication such as AI_Powered chatbots can handle basic inquiries
and provide 24/7 assistance improving response times and guest satisfaction.Payment
technologies which include digital payment systems, thus the ability to pay using contactless
methods such as mobile payments e.g mpesa increases convenience and enhances security.

2.1.3 EMERGING TRENDS AND FUTURE TECHNOLOGICAL INNOVATIONS

THAT COULD FURTHER IMPACT CUSTOMER SATISFACTION

Artificial intelligence (AI)and Machine learning (ML) can analyze customer data to offer
hyper_personalised experiences, product recommendations and tailored services,enhancing
customer satisfaction.5G connectivity which is faster and more reliable network provides faster
internet speeds and reduced latency improving the quality of digital services, streaming and
online interactions.

Block chain technology it secures transactions which offer secure decentralized payments
methods which can improve trust in online transactions especially in sectors like finance and
e_commerce.Biometric authentication it is secure and convenient to access since it has biometric
technologies like fingerprint scanning,facial recognition, provide secure, quick and hassle free
customer interactions whether for unlocking devices making payment or veryfying identity.

Augmented reality and Virtual reality enhance shopping experiences can allow customers to try
products virtually before purchasing reducing dissatisfaction from returns.Internet of things that
includes smart products and services.Internet devices like smart home appliances or connnected

6
cars will allow for more automated services, giving customers greater control and convenience
services

2.3 CUSTOMER SATISFACTION (DEPENDENT VARIABLE)

Customer satisfaction refers to the measurement of how a well company's products or services
meet customer satisfaction.

ELEMENTS OF CUSTOMER SATISFACTION

Quality of services if the product meets the promised quality customer satisfaction tends to be
high

Customer expectations if a company can manage or exceed expectations, satisfaction will

improve.

Value for money where customers access wether the product or services justifies its cost
influencing satisfaction levels.

Customer experience the overall experience from ease of use customer support and interaction
with the brand to the service delivery process.

Response to feedback a company's ability to listen to customers complaints or suggestions and

act on them enhance satisfaction.

Timeliness by delivering services or products on time plays a big role in satisfying customers.

Reliability _consistency in delivering quality, resolving issues and ensuring that promises are
kept,builds trust and satisfaction.

7
Data driven decisions for better service.Technology helps hotels gather and analyze guest
feedback through online surveys, reviews and social media interaction by leveraging this data,
hotels can make informed improvement to their services.

Enhanced safe and security technology improves safety and security which is a major factor in
customer satisfaction.Biometric room access and automated security features ensure guests feel
safe,contributing to peace of mind.

Guest feedback and review management where technology also plays a crucial role in managing
reviews and feedback.Hotels can use tools to respond to reviews quickly and address issues
raised by customers, boosting their satisfaction even after their stay.

8
 CHAPTER THREE

METHODOLOGY

3.0 OVERVIEW

This chapter describes the methods that will be used in the research study and this includes
variables, study type,data collection techniques, sampling procedures plan for data analysis and
how data collection tools will be used.

3.1 STUDY AREA

This research will be carried out in hotels in Nairobi county which are four star hotels.It is
relatively situated in the highlands of Kenya at an elevation of about 1,795 meters,5889 feet
above sea level.It is a home to a wide range of hotels from international chains to bouqutie
hotels.This is for a comprehensive study of how different types of hotels implement technology
to enhance customer satisfaction.

Nairobi is a popular destination for both business and leisure travellers with the increasing
number of tourists, hotels are pressurred to improve their services making technology essential
tool in staying competitive.Its position as a central business and travel hub in East Africa makes
it a key location for studying customer satisfaction satisfaction trends.Its population includes
both locals and international visitors making it an ideal location to explore how different
customer segments perceive the role of technology in enhancing their stay experience.

3.2 RESEARCH DESIGN

3.2.1 SIMPLE RANDOM PROBABILITY SAMPLING

The study will draw respondents units using simple random sampling method from the sampling
frame.A signing members of this to food handlers in each hotel and eating houses and all
numbers will be placed in a box.Then each unit will be picked randomly from the box. Then
9
three food handlers will be from each eating houses and hotels . The purpose of using this
method is to obtain a representative sample.Random sampling technique will be used to sample
study units.

3.3 TARGET POPULATION

This study will target about 80 hotel and hospitality industry clients who frequently use
technology for booking services,check_ins or food delivery.20 retail sector customers who
interact with the commerce platforms and 10 public transport users who uses app for taxi
hailing,bus ticketing or navigation system in Nairobi.The total people will be 100 and 3 hotels.

3.4 SAMPLING TECHNIQUE

The method used for sampling will be selective method.I will select 10 customers who
frequently use mobile banking apps,5 people using food delivery platforms and 10 shoppers
relying on the e_commerce websites.

3.5 DATA COLLECTION

Data in the study will be collected using structured questionnaire which will be administered to
customers.The customers consists of both male and female adults who frequently use
technology.

3.6 DATA ANALYSIS

The data obtained from the research will be reduced into information.This will include the use of
mean,mode and median

10
 CHAPTER FOUR

FINDINGS, DATA ANALYSIS, CONCLUSIONS AND

RECOMMENDATIONS

4.0 OVERVIEW

In this chapter the researcher will review the findings,data analysis, conclusions and
recommendations received after the issuing of questionnaires to respondents.The researcher will
compare the findings to determine impact of technology on customer satisfaction in Nairobi
county.

4.1 RESPONSE, RATE AND DEMOGRAPHICS

4.1.1 GENDER

The research took into consideration both male and female because they have different ideas on
the impact of technology on customer satisfaction

Table 1:Showing gender

GENDER RESPONDENTS PERCENTAGES

MALE 40 40%

FEMALE 60 60%

TOTAL 100 100%

11
 GENDER

40%
MALE
FEMALE
60%

Figure 1: Showing gender

4.1.2 LEVEL OF EDUCATION

The study noted that majority of the respondent had attained hospitality related courses.The
results show that 15 respondents had reached secondary level,25 had reached college level,30
had reached University level.

Table 2: Level of Education

LEVEL OF EDUCATION RESPONDENTS PERCENTAGE

Secondary level 15 21.4%

College level 25 36%

University level 30 43%

70
Total

12
 LEVEL OF EDUCATION

21%
UNIVERSITY LEVEL
43%
COLLEGE LEVEL
SECONDARY LEVEL

36%

Figure 2: Level of Education

4.1.3 DEPARTMENT

The research will put into consideration people from various departments in order to get the best
possible results. The table below shows the results of the same

Table 3: Department

DEPARTMENT RESPONDENT PERCENTAGES

Kitchen 10 10%

Service 30 30%

Customer 60 60%

Total 100

13
 DEPARTMENT

KITCHEN
10%

KITCHEN
SERVICE SERVICE
CUSTOMER 30% CUSTOMER
60%

Figure 3: Department

4.1.4 JOB TITLE

It shows results of the questionnaires handed out to respondence. It shows the response based on
the job titled. The table below shows the results.

Table 4: Job Title

JOB TITLE RESPONDENTS PERCENTAGES

Customer 55 55%

Manager 5 5%

Food & beverage staff 40 40%

Total 100 100

14
Figure 4: Job Title

JOB TITLE

40%
Customer
Manager
55% Food & Beverage Staff

5%

4.2 RESPONSE ON OBJECTIVE 1

TO ESTABLISH THE IMPACT OF TECHNOLOGY ON CUSTOMER SATISFACTION IN

HOTELS IN NAIROBI COUNTY.

The researcher wrote questions in the questionnaire to help her find out this objective.

After the questionnaires were returned, she was able to gain these answers. They are as shown

below:

15
4.2.1 What is the impact of various technological advancements on customer
satisfaction levels in Nairobi County hotels.
IMPACT FREQUENCY PERCENTAGE
Online booking systems 25 41.7
Mobile check-in services 15 25
Smart room technologies 20 33.3
Digital payment systems 10
Guest feedback and review 20
TOTAL 60 100

Table 5: Impact of various technological advancement on customer satisfaction

45.00%

40.00%

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
FREQUENCY

online booking systems mobile check-in services smart room technologies

Figure 5: Impact of various technological advancement on customer satisfaction

16
4.3 RESPONSE ON OBJECTIVE 2

4.3.1 TO DETERMINE THE LEVELS OF CUSTOMER SATISFACTION USING

DIFFERENT TYPES OF TECHNOLOGY IN NAIROBI COUNTY
LEVELS FREQUENCY PERCENTAGE
Booking and reservation systems 20 33.3%
Check-in and check-out technology 30 50%
Smart room technology 10 16.7%
TOTAL 60 100%

Table 6: Showing levels of customer satisfaction using different types of technology.

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
level of customer satisfaction using different technology

booking & reservation systems check-in & check-out technology smart room technology

Figure 6:Showing levels of customer satisfaction using different types of technology.

17
4.4 RESPONSE ON OBJECTIVE 3

4.4.1 TO IDENTIFY EMERGING TRENDS AND FUTURE TECHNOLOGICAL

INNOVATIONS THAT COULD FURTHER IMPACT CUSTOMER SATISFACTION
EMERGING TRENDS FREQUENCY PERCENTAGE

5G CONNECTIVITY 35 58.3%

BLOCKCHAIN TECHNOLOGY 15 25%

BIOMETRIC AUTHENTICATIONS 8 13.3%

INTERNET OF THINGS 2 3.3%

TOTAL 60 100%

Table 7: Showing emerging trends & future technological innovations

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Category 1

5G Connectivity blockchain technology biometric authentication internet of things

Figure 7:Showing emerging trends & future technological innovations

18
4.5 CONCLUSION

From the study findings it is concluded that technology has had a significant impact on customer
satisfaction in hotels within Nairobi county.Innovations such as online booking, platforms digital
check _in and out processes, high speed WI_FI, mobile application and smart room technologies
have enhanced convenience efficiency and personalization in the guest experience.Furthermore,
technology has enabled better communication between hotel staff and guests allowing for faster
response times and more tailored services.Feedback system and data analytics help hotels gather
insight into customers preferences and improve service delivery, leading to higher satisfaction
rates.

4.6 RECOMMENDATIONS

To invest in mobile and self _service technology in hotels to expand the use of mobile apps for
booking check _in /out ,room service request and feedback collection.Selfservice kiosks at the
reception can further streamline process, reduce waiting times and empower guests to control
their own experiences.

There is need to implementing instant messaging system and chatbots on hotel website and apps
can improve customer service by providing quick response to guests inquiries even after hours,
additionally, real time communication through sms or whatsapp's can help hotels address guest
need promptly.

19
REFERENCES

Bill Gates,co_ founder of Microsoft in 1975, plays a crucial role in the proliferation of personal
computing

Bitango Ndemo ,former permanent secretary in the ministry of information and

communication,he said that technology is the greatest enabler of development (2010)

Renaud Laplance ( 1970 _ present) said that the key to growth is the introduction of higher
dimensions of consciousness into our awareness (2012)

Steve Jobs (1995_2011) was the co_founder of Apple jobs introduction of the iPhone
revolutionized mobile technology leading to the widespread use of mobile apps.

20
APPENDIX
SECTION ONE: GUEST QUESTIONNAIRE

SECTION A: DEMOGRAPHICS

1. Age

() Under 18

() 18_30

() 46_60

()61 and above

2. purpose of stay

() Business

() Leisure

3.Frequency of hotels stays

() First time

() Occasionally (1_2) times a year

() Frequently (3+) times a year

SECTION 2 . EXPERIENCE WITH HOTEL TECHNOLOGY

4.How did you book your stay

() Hotel website

() Mobile app

() Third_party website e.g booking

() Walk_in

5.Rate your satisfaction with the booking process

() Very satisfied

21
() Very neutral

() Dissatisfied

() Very dissatisfied

6 .Did you use any self_service technology e.g mobile check_in , self-service kiosks during your

stay

() Yes

() No

7.If yes please rate your satisfaction with the self _service technology

() Very satisfied

() Satisfied

() Neutral

() Dissatisfied

() Very dissatisfied

SECTION 3: INTERNET AND DIGITAL SERVICES

8.How would you rate quality of WI_FI in the hotel

() Excellent

() Good

() Fair

() Poor

() Very poor

9.Did the hotel offer any mobile apps or in room tablet for services

() Yes and I used it

() Yes, but I did not use it

22
() No it was not available.

23