THE CO-OPERATIVE UNIVERSITY OF KENYA (CUK)

P.O Box 24814-00502 Karen, Telephone 0724311606,020 -2430127,020 -2679456

SCHOOL OF BUSINESS AND ECONOMICS

MEASURING IMPACT OF TECHNOLOGY ON GUEST EXPERIENCE IN

HOTELS IN KISUMU: AN ANALYSIS OF MOBILE PAYMENTS AND
DIGITAL BOOKING PLATFORMS

BY

ONYANGO JULIET ADHIAMBO

BCHMC01/2246/2022

SUPERVISOR: ……..

RESEARCH PROPOSAL SUBMMITED TO THE SCHOOL OF BUSINESS AND

ECONOMICS IN PARTIAL FULFILLMENT FOR THE AWARD OF THE
DEGREE OF BACHELOR OF CATERING AND HOSPITALITY MANAGEMENT
AT THE CO-OPERATIVE UNIVERSITY OF KENYA

©FEBRUARY 2025

i
 DECLARATION

Student Declaration

I declare that this research proposal is my original work and has not been presented for award
of a degree in any other university or for any other award.

Signature................... Date.........................
Student name

RECOMMENDATION
This research proposal has been submitted for examination with our recommendation as
university supervisor.

Signature.......................Date.......................
School of Business and Economics
Cooperative University of Kenya
Dr. Bichage

ii
 DEDICATION

I dedicate this research proposal to my family and friends.

iii
 ACKNOWLEDGEMENT

I am deeply grateful to those who have supported me throughout my journey. First and foremost,
I thank God for granting me strength, wisdom, and guidance. Without His presence, I would not
be where I am today.
I am also grateful to the facilities and administration for granting me an opportunity to carry out
this research
Thirdly I am grateful to my supervisor Dr Bichage for his endless support and training.
And to my family members and all my friends I wish to express my gratitude for their continued
financial and moral support throughout the entire research period.

iv
 ABSTRACT

The integration of technology in the hospitality industry has transformed guest experiences and
operational efficiency. This study investigates the impact of technology on guest experiences at
The Vic Hotel in Kisumu. Specifically, the research examines the role of digital check-in/check-
out systems in enhancing guest convenience and satisfaction, evaluates the effect of in-room
technology (such as smart TVs, mobile apps, and automated systems) on guest engagement and
comfort, and assesses how online booking systems and customer feedback platforms influence
guest decision-making and hotel loyalty. By employing a mixed-methods approach, combining
surveys and interviews with hotel guests and staff, the study seeks to provide insights into the
effectiveness of these technological advancements in meeting guest needs. The findings are
anticipated to offer valuable recommendations for optimizing the use of technology to elevate
guest satisfaction and foster loyalty in the hospitality sector.

v
 Table of Contents
DECLARATION .................................................................................................................................................. ii

DEDICATION .....................................................................................................................................................iii

ACKNOWLEDGEMENT ................................................................................................................................... iv

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

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

1.0 INTRODUCTION ...................................................................................................................................... 1

1.1 Background of the study ............................................................................................................................. 1

1.1.1 Global perspective ............................................................................................................................... 1

1.1.2 Regional Perspective............................................................................................................................ 2

1.1.3 Kenyan perspective .............................................................................................................................. 3

1.2 Statement of the problem ............................................................................................................................ 4

1.3 Objectives of the study ............................................................................................................................... 6

1.3.1 General Objective ................................................................................................................................ 6

1.3.2 Specific Objectives .............................................................................................................................. 6

1.4 Questions of the study................................................................................................................................. 7

1.5 Significance of the study............................................................................................................................. 8

1.5.1 Policymakers / The Government.......................................................................................................... 8

1.5.2 Industry ................................................................................................................................................ 8

1.6 Scope of the study ....................................................................................................................................... 9

1.7 Assumptions of the study .......................................................................................................................... 10

1.9 Definition of key terms ............................................................................................................................. 11

CHAPTER TWO ................................................................................................................................................ 12

2.0 LITERATURE REVIEW ............................................................................................................................. 12

2.1 INTRODUCTION .................................................................................................................................... 12

2.2 Theoretical Review ................................................................................................................................... 13

2.2.1 Technology Acceptance Model (TAM) ............................................................................................. 13

2.2.2 Expectancy Theory ............................................................................................................................ 13

vi
 2.2.3 Service Quality Model (SERVQUAL) .............................................................................................. 14

2.3 Empirical Review ..................................................................................................................................... 16

2.3.1 Impact of Digital Check-In Systems on Guest Experience ................................................................ 16

2.3.2 The Influence of Mobile Apps on Guest Engagement ....................................................................... 16

2.3.3 The Impact of Smart Rooms and IoT on Guest Comfort and Convenience ...................................... 17

2.4 Conceptual Review ................................................................................................................................... 20

2.5 Summary of the literature ......................................................................................................................... 21

CHAPTER THREE ............................................................................................................................................ 22

3.0 RESEARCH METHODOLOGY .......................................................................................................... 22

3.1` Introduction ............................................................................................................................................. 22

3.2 Research Design ....................................................................................................................................... 22

3.3 Study Variables ......................................................................................................................................... 22

3.4 Study Location .......................................................................................................................................... 23

3.5 Target Population ...................................................................................................................................... 23

3.6 Sampling Techniques and Sample Size .................................................................................................... 24

3.7 Pilot Study ................................................................................................................................................ 25

3.8 Data Collection Instrument and Procedure ............................................................................................... 26

3.9 Data analysis and Presentation.................................................................................................................. 27

3.10 Reliability Test........................................................................................................................................ 28

3.11 Validity Test ........................................................................................................................................... 29

REFERENCES ................................................................................................................................................... 30

WORK PLAN ..................................................................................................................................................... 32

PROPOSED BUDGET ....................................................................................................................................... 33

vii
 CHAPTER ONE

1.0 INTRODUCTION

Assessing Impact of technology on guest experience refers to how various technological

advancements affect the overall satisfaction and convenience of guests staying at the hotel.

1.1 Background of the study

The hospitality industry has undergone significant transformation due to technological

advancements, reshaping how hotels deliver services and enhance guest experiences. In Kisumu,
a growing urban hub in Kenya, hotels are increasingly adopting digital tools to meet evolving guest
expectations and remain competitive.

Technological innovations such as online booking platforms, mobile check-ins, and smart room
technologies have become key to improve guest satisfaction. Studies have shown that hotels
applying these technologies report higher guest satisfaction and loyalty, as well as improved
operational efficiency.

In Kisumu, the adoption of such technologies is influenced by factors such as infrastructure

development, guest preferences, and the competitive landscape. Research indicates that contactless
services, such as QR code-enabled check-ins, have gained popularity, with a significant percentage
of guests preferring these options for their convenience and safety.

Despite these advancements, challenges such as data privacy concerns and the digital divide
remain critical issues. Addressing these challenges while applying technology effectively is
essential for hotels in Kisumu to enhance guest experiences and maintain a competitive edge.

1.1.1 Global perspective

The global hospitality industry has experienced transformative advancements driven by the
integration of technology into guest services and employee productivity strategies. Non-financial
rewards, such as recognition, career development opportunities, and a positive organizational
culture, have emerged as vital tools for motivating employees to adapt and excel in technology-
driven environments.
1
For instance, recognition programs, as highlighted by Kahn and Byosiere (2020), not only boost
morale but also encourage employees to embrace new technologies that enhance guest experience.
Similarly, Chen and Huang (2021) emphasize how career development opportunities, such as
technical training and certifications, foster employee commitment while ensuring proficiency in
the use of innovative tools like smart room systems.

Work-life balance initiatives, such as flexible working hours (Allen and Kiburz, 2022), enable
employees to manage the demands of a tech-intensive work environment effectively, reducing
stress and promoting higher productivity. Additionally, a stable organizational culture (Smith and
Lewis, 2024) that supports collaboration and inclusivity can drive engagement, ensuring that
employees are motivated to utilize technology to meet guest expectations.

Globally, the adoption of contactless service technologies and personalized guest interaction
platforms is redefining hospitality standards. As noted by Deci and Ryan (2019), essential
motivation factors such as personal growth align well with the strategic use of these technologies,
encouraging employees to innovate and enhance service delivery.

These trends underscore the interconnection between non-financial rewards and the effective
adoption of technology, highlighting the need for organizations to invest in both employee
development and technological infrastructure to remain competitive (Gallup, 2021).

1.1.2 Regional Perspective

The impact of technology on guest experience varies across regions, reflecting unique cultural and
operational priorities. In Europe, the emphasis on seamless and efficient service delivery has
driven the adoption of advanced technologies like mobile check-ins. A study by Hospitality Tech
(2023) highlighted that hotels in countries like Sweden and Denmark prioritize digital self-service
options, which not only enhance guest satisfaction but also align with the region's focus on work-
life balance and operational efficiency.

In the African context, particularly in Kenya, technology adoption in the hospitality sector is
shaped by the need to balance innovation with cultural values. Moyo and Mhlanga (2023) noted
that in Zimbabwe, integrating technology with a strong organizational culture fosters guest loyalty
and satisfaction. Similarly, in Kisumu, the use of mobile apps for room service and personalized

2
room settings has significantly improved guest experiences while respecting local hospitality
traditions.

In Latin America, countries like Brazil and Argentina have embraced technology to create a sense
of community and recognition among guests. Silva and Costa (2024) found that smart room
technologies and data-driven personalization are critical in enhancing guest engagement and
satisfaction. These innovations are complemented by a supportive work environment that values
both employees and guests.

In the Middle East, particularly in Saudi Arabia, the focus is on applying technology to provide
career advancement opportunities and recognition for employees, which indirectly enhances guest
experiences. Alharbi and Alshammari (2022) emphasized that hotels offering automated check-
ins improves guest satisfaction, reflecting the region's cultural emphasis on respect and
recognition.

1.1.3 Kenyan perspective

In Nairobi's energetic hospitality sector, the integration of technology has reshaped guest
experiences playing a critical role in adopting innovative practices to enhance service delivery.
The impact of technology in this space goes beyond convenience—it transforms how guests and
staff interact, contributing to a more personalized and efficient stay.

Research by Kimani (2021) highlights that the adoption of mobile check-ins and digital room keys
in Nairobi hotels has reduced wait times at reception desks and improved first impressions. This
smooth process not only enhances guest satisfaction but also frees up employees to focus on
creating warm, memorable interactions with guests. Technology, in this sense, supports human
connection rather than replacing it.

Moreover, Odhiambo (2023) underscores the importance of guest feedback systems powered by
technology, such as online surveys and real-time review platforms. These tools allow hotels to
quickly identify and address guest concerns, demonstrating a commitment to quality service. For
instance, a guest's experience of a malfunctioning air conditioner can be swiftly resolved, leaving
them impressed by the hotel's responsiveness. Employees who feel empowered to act on such

3
feedback also experience heightened job satisfaction and productivity, creating a positive ripple
effect within the team.

The role of career development linked to technology cannot be overlooked. Nyongesa (2024)
found that training employees on emerging technological tools, such as property management
systems and guest analytics software, not only upskilled staff but also improved service quality.
For example, a well-trained team can analyze guest preferences to offer tailored room upgrades or
dining recommendations, enriching the guest experience. Employees value these opportunities for
growth, fostering loyalty and dedication.

The work environment has also evolved with technology. Wairimu (2022) observed that
implementing team collaboration tools, such as digital staff scheduling systems, has streamlined
communication and created a more collaborative culture. Managers can easily ensure that team
members have balanced shifts, enabling employees to feel supported and reducing burnout—
leading to better service delivery.

Lastly, Mwangi (2025) emphasizes the significance of technology in promoting work-life balance.
Flexible scheduling apps allow employees to manage their availability, ensuring they can attend
to personal commitments without compromising their roles. This balance has been shown to
reduce stress and boost morale, indirectly benefiting guest experiences as employees feel more
energized and motivation

1.2 Statement of the problem

In the rapidly evolving hospitality landscape of Kisumu, hotels are increasingly adopting
technology to enhance guest experiences. However, the effectiveness of these technological
implementations in achieving tangible improvements in guest satisfaction and loyalty remains
largely unexplored. While the potential of technologies like mobile check-in, personalized in-room
entertainment is widely recognized, many hotels in Kisumu struggle to effectively integrate these
tools to create seamless and memorable guest journeys.

Specifically, there is a lack of practical evidence demonstrating how the adoption of technology
directly influences guest perceptions and behaviors within the Kisumu context. Reported
observations and preliminary feedback suggest that while some technological interventions are

4
well-received, others may lead to frustration or a sense of personalization, particularly if not
implemented thoughtfully. For instance, guests may find complicated digital interfaces
challenging or miss the human touch in service interactions.

Furthermore, the impact of technological advancements on operational efficiency and employee

roles within Kisumu's hotels remains unclear. It is hypothesized that technology can streamline
processes and empower staff, but it is also possible that it may lead to job displacement or
necessitate extensive retraining, potentially impacting employee morale and service quality. This
issue is particularly relevant in Kisumu, where the hospitality sector is a significant employer and
faces unique socio-economic considerations.

Building on the broader trends in the hospitality industry, as highlighted by authors like Buhalis
(2020) who emphasizes the transformative role of smart tourism technologies, and Neuhofer et al.
(2019) who discuss the importance of creating holistic guest experiences through technology, there
is a need for localized research to understand the specific dynamics in Kisumu. Studies such as
those by Okumus et al. (2021) on technological innovations in hospitality and their impact on
customer satisfaction provide a framework, but they need to be applied within the unique context
of Kisumu.

Recent observations and informal surveys indicate that while hotels in other regions have seen
significant improvements in guest satisfaction through technology adoption, Kisumu's hotels are
experiencing varied results. Some guests express appreciation for the convenience of mobile apps
and digital services, while others feel that the emphasis on technology reduces from the
personalized and warm service they expect. This inconsistency in guest feedback underscores the
need for a systematic investigation into the impact of technology on guest experience in Kisumu

5
1.3 Objectives of the study

The study will be guided by both general and specific objectives.

1.3.1 General Objective

The general objective of this research is to explore how technology influences the guest experience
in hotels in Kisumu.

1.3.2 Specific Objectives

1. To examine the role of digital check-in/check-out systems in improving guest convenience

and satisfaction at hotels in Kisumu.

2. To investigate the effect of in-room technology (e.g., smart TVs, mobile apps, and
automated systems) on the guest experience in Kisumu hotels.
3. To evaluate the influence of online booking systems and customer feedback platforms on
guest decision-making and hotel loyalty in Kisumu.

6
1.4 Questions of the study

1. How does the implementation of digital check-in and check-out systems affect guest
satisfaction in hotels in Kisumu?
2. In what ways do smart room technologies influence guest comfort and overall hotel
experience in Kisumu?
3. How does the availability of online booking platforms influence guest decision-
making and satisfaction in hotels in Kisumu?

7
1.5 Significance of the study

1.5.1 Policymakers / The Government

This study underscores the critical role of technology in enhancing guest experience, encouraging
policymakers to establish frameworks that promote the adoption of advanced technological
solutions in the hospitality sector. By highlighting the correlation between technology integration
and improved service delivery, this research advocates for policies that support innovation and
provide incentives for hotels to invest in guest-oriented technologies, ensuring Kisumu's
hospitality industry remains competitive and aligned with global standards.

1.5.2 Industry

The findings of the study will guide hotel operators and managers in Kisumu on how to effectively
control technology to promote guest satisfaction. By identifying the tools and systems that most
significantly enhance guest experiences, hotels can prioritize their investments, reduce operational
inefficiencies, and foster stronger relationships with customers. Furthermore, this study addresses
challenges such as lagging technological adoption and demonstrates how modern solutions can
drive customer loyalty, positive reviews, and repeat business, ultimately positioning Kisumu as a
preferred destination for travelers.

8
1.6 Scope of the study

This study explores how technological innovations influence guest experiences in the vibrant
hospitality industry of Kisumu. By focusing on tools such as automated check-in systems, smart
room technologies, and online feedback platforms, the research seeks to understand how these
advancements enhance or hinder guest satisfaction.

Spanning from February 2025 to May 2025, the study will engage with 50 guests and 20 employees
in one of the hotels in Kisumu, including front desk operators, housekeeping staff, and managers,
who directly interact with or implement these technologies. This comprehensive approach ensures
insights from both ends of the range—guests and service providers.

Geographically centered in Kisumu City, situated by the shores of Lake Victoria, the research
provides a window into the unique challenges and opportunities technology introduces within a
smaller, yet rapidly growing, hospitality market

9
1.7 Assumptions of the study

This research assumes that:

1. It is assumed that the hotels in Kisumu have adopted certain technological tools and
systems, such as online booking platforms, keyless entry, mobile check-ins, or customer
feedback systems.
2. Guests are believed to have varying levels of familiarity and comfort with technology,
ranging from digitally skilled users to those who may prefer more traditional, human-
centered interactions.
3. The study might assume that technology plays a significant role in shaping guests'
satisfaction, convenience, and overall hotel experience.
4. The research may assume that hotels in Kisumu operate in a dynamic environment where
both global technological trends and local cultural aspects influence the guest experience.
5. It is often assumed that the statistics used to measure guest experience (e.g., satisfaction
ratings, feedback scores) are universally applicable and relevant to the hotels in the study.
6. While technology is a focus, it might also be assumed that human interaction remains an
essential component of hospitality and cannot be entirely replaced.

10
1.9 Definition of key terms

1. Technology: Tools, systems, and applications developed using scientific knowledge

to solve problems or enhance processes in various fields, such as software, hardware,
automation, and artificial intelligence.

2. Guest Experience: The overall perception and satisfaction of a guest based on their
interactions, services received, and emotional connections within a specific context,
such as hospitality, tourism, or customer service.

3. Impact: The measurable effect or influence that an action, decision, or innovation

(in this case, technology) has on certain outcomes, such as efficiency, satisfaction, or
productivity.

4. Guest Satisfaction: A measure of how services and interactions align with or exceed
the expectations of a guest, influencing their overall experience and likelihood of
returning.

5. Digital Transformation: The integration of digital technology into all aspects of an

organization's operations, basically changing how services are delivered and
experienced.

11
 CHAPTER TWO

2.0 LITERATURE REVIEW

2.1 INTRODUCTION

The integration of technology in the hospitality industry has fundamentally transformed the guest
experience, reshaping the expectations and interaction throughout the customer journey. As hotels
increasingly adopt digital solutions, such as mobile payment, online booking platforms and
automated check-in process, understanding their impact on guest satisfaction and operational
efficiency becomes critical. This literature review explores the diverse influence of technology on
the guest experience, highlighting key advancement, consumer trends and service enhancement in
the hospitality sector. By examining existing research, this chapter aims to provide a
comprehensive overview of how technological innovations not only facilitate convenience and
streamline operations but also contribute to richer and more satisfying experiences for guests in an
increasingly competitive market.

12
2.2 Theoretical Review

This section presents a theoretical review that examines key frameworks and theories supporting
the influence of technology on guest experience, providing a comprehensive understanding of how
technological advancement contributes to enhancing satisfaction and operational efficiency in the
hospitality sector.

2.2.1 Technology Acceptance Model (TAM)

It was developed by Fred Davis (1989) The TAM explains how individuals come to accept and
use a specific technology. It is grounded in the idea that behavioral intentions drive usage, and
these intentions are shaped by two key factors:

Perceived Usefulness (PU): Refers to the degree to which an individual believes that a particular
system will enhance their job or task performance. For example, hotel guests are more likely to
embrace digital check-in/check-out systems if they perceive them as improving convenience,
reducing wait times, and streamlining services.

Perceived Ease of Use (PEOU): Relates to how effortless it is for an individual to use the
technology. If guests find the technology intuitive and user-friendly, they are more likely to adopt
it.

Radha Solanki (2024) demonstrated that user-friendly hotel technologies (e.g., mobile check-ins
and room automation systems) significantly improve guest satisfaction by simplifying processes
and increasing convenience.

TAM has been extensively applied in hospitality to examine the adoption of innovative tools such
as online booking systems, mobile apps, and smart room technologies.

2.2.2 Expectancy Theory

This theory was proposed by Victor Vroom (1964) it focuses on motivation and decision-making,
explaining how individuals evaluate the likelihood of their efforts leading to desired outcomes. It
consists of three components:

13
Expectancy: The belief that putting in effort will result in improved performance. For instance,
guests might expect that using hotel apps or automated systems will lead to faster service and fewer
errors.

Instrumentality: The perception that successful performance will be followed by specific rewards.
In the hotel context, guests might trust that using an online booking system will result in exclusive
deals or loyalty points.

Valence: The value or desirability of the anticipated rewards. Different guests prioritize different
outcomes—for example, some may value convenience (like fast check-ins) while others prioritize
personalization (like tailored room settings).Depongkar Sarkar (2024) found that guests'
motivation to interact with digital systems hinges on their trust in the technology's ability to deliver
consistent and personalized services.

Expectancy Theory also provides insights into how guests assess the trade-offs between traditional
and technological approaches, particularly in remote or digitally driven environments.

2.2.3 Service Quality Model (SERVQUAL)

It was developed by Parasuraman, Zeithaml, and Berry (1988) The SERVQUAL model evaluates
service quality across five dimensions, making it highly relevant to technology's impact on guest
experiences:

Reliability: Technologies like digital check-ins ensure consistent and error-free service delivery,
building guest trust.

Tangibles: The physical aspects of technology, such as sleek mobile apps or modern in-room
devices, shape guests' perceptions of service quality.

Responsiveness: Automated systems that promptly address guest requests (e.g., mobile app
notifications) enhance satisfaction.

Assurance: Features like protected online booking and secure payment gateways provide guests
with confidence in the hotel’s services.

Empathy: Interactive technologies allow hotels to understand and cater to individual guest needs.

14
A 2023 survey by Hospitality Tech found that 74% of guests preferred hotels offering digital self-
service technologies, emphasizing how technology enhances both responsiveness and tangibles.

The integration of SERVQUAL with technological advancements has proven particularly effective
in elevating guest satisfaction.

15
2.3 Empirical Review

2.3.1 Impact of Digital Check-In Systems on Guest Experience

One of the significant technological advancements in the hotel industry has been the
implementation of digital check-in systems, which aim to streamline the guest arrival process and
enhance overall convenience. In Kisumu, the introduction of these systems has been observed to
improve guest satisfaction by reducing wait times and offering a more seamless check-in
experience.

A study by Odhiambo and Ochieng (2022) explored the impact of digital check-in systems on
guest experience in Kisumu’s mid-range hotels. The research problem centered on the
inefficiencies and guest dissatisfaction caused by traditional check-in methods in the face of
growing competition. The study employed a mixed-method approach, using surveys and
interviews with guests and hotel staff. Findings indicated that guests appreciated the speed and
convenience of digital check-ins, reporting a notable improvement in their overall satisfaction.
However, some older guests expressed challenges with the technology, suggesting that training
and clear instructions could further enhance the experience.

Similarly, Chepkemoi and Ngugi (2021) examined the role of self-check-in kiosks at luxury
hotels in Kisumu. They found that the integration of self-service technology was particularly
beneficial for digitally skilled guests, leading to faster check-ins, increased freedom and a more
personalized experience. The study highlighted that, while self-check-in systems improved
operational efficiency, hotel staff needed to be available to assist guests who were unfamiliar with
the technology.

2.3.2 The Influence of Mobile Apps on Guest Engagement

Mobile apps have become a crucial element in the hospitality industry, enabling hotels to engage
guests before, during, and after their stay. In Kisumu, hotels are increasingly adopting mobile apps
to enhance guest interaction, providing services such as booking, room service requests, and
personalized recommendations.

A study by Akinyi and Njiru (2023) assessed the impact of mobile apps on guest engagement and
satisfaction in Kisumu hotels. The research focused on guest experiences in hotels with integrated

16
mobile app systems, particularly targeting hotels catering to business travelers. Using a
quantitative research design, the study administered surveys to guests who used the mobile apps
during their stay. Results revealed that guests who utilized the app for room service, concierge
requests, and personalized offers reported higher satisfaction levels and felt more engaged with
the hotel. Moreover, the study suggested that mobile apps contributed to operational efficiency,
allowing guests to manage their experience independently.

However, Koech and Muturi (2020) cautioned that mobile apps could alienate guests who were
not comfortable with technology or did not own smartphones. The researchers found that older
guests, or those unfamiliar with app-based systems, felt excluded from the enhanced experiences
offered by the technology. This finding suggests that hotels in Kisumu should consider providing
alternative methods for service engagement while ensuring accessibility for all guests.

2.3.3 The Impact of Smart Rooms and IoT on Guest Comfort and Convenience

The Internet of Things (IoT) is transforming hotel rooms into "smart rooms" that offer guests
greater control over their environment. In Kisumu, some hotels have begun incorporating IoT
technology to create more comfortable and convenient stays by allowing guests to control lighting,
temperature, entertainment systems, and even room service via their smartphones.

In their 2024 study, Mwangi and Chege (2024) examined the effect of smart rooms on guest
comfort and satisfaction in Kisumu’s luxury hotel sector. The study found that the integration of
IoT technology in guest rooms significantly increased guest satisfaction, particularly regarding the
ease of controlling room features. Guests reported that the ability to adjust room conditions at their
convenience without needing to contact hotel staff added to their comfort and sense of freedom.
Additionally, IoT-enabled smart devices, such as voice-activated assistants, contributed to a more
involving and efficient guest experience.

Nevertheless, Kiprotich and Waweru (2022) noted that the initial cost of implementing IoT
solutions posed a challenge for budget-conscious hotels in Kisumu. Their research indicated that
while upscale hotels benefited from the technology, its widespread adoption among lower-tier
hotels was slow due to the associated investment costs and the need for technical support
infrastructure.

17
In conclusion, technology has a profound impact on guest experiences in hotels in Kisumu. Digital
check-in systems, mobile apps and smart room technologies are transforming the way guests
interact with hotels, improving convenience, satisfaction, and engagement. However, it is
important for hotels to consider factors such as inclusivity, technological literacy, and
infrastructure costs when implementing these innovations to ensure a positive guest experience
across all demographics.

2.3.4 Impact of Online Booking Platforms on Guest Experience

Online booking platforms have become an essential component of the modern hospitality industry,
providing guests with convenient access to hotel rooms and services. These platforms offer a
variety of features such as real-time availability, pricing comparisons, user reviews, and special
offers. In Kisumu, the adoption of these platforms has had a profound effect on the booking
process, guest expectations, and overall satisfaction.

A study by Omondi and Kimani (2023) examined the influence of online booking platforms (such
as Booking.com, and Airbnb) on guest experience in Kisumu’s hospitality sector. The research
focused on how the use of these platforms impacted guest decision-making, satisfaction, and
loyalty. Using a mixed-method approach, the researchers conducted surveys and in-depth
interviews with both guests who booked through online platforms and hotel managers who used
these services for bookings.

The study revealed that online booking platforms played a crucial role in shaping guest perceptions
of hotel quality before their stay. Guests expressed high satisfaction with the ease and convenience
of booking rooms through these platforms, citing features such as real-time pricing, detailed hotel
descriptions, and customer reviews as key factors influencing their decisions. The research found
that online platforms provided guests with a sense of transparency and security, as they could
compare prices and read guest reviews, which helped them make informed decisions.

Moreover, Omondi and Kimani (2023) found that hotels in Kisumu that actively managed their
presence on online booking platforms saw higher occupancy rates. Hotels that responded promptly
to guest inquiries, provided accurate descriptions, and maintained good ratings on these platforms
enjoyed increased trust and a higher volume of bookings. Additionally, the platforms allowed

18
hotels to attract international and local guests, expanding their reach beyond traditional marketing
methods.

However, the study also highlighted some challenges. Omondi and Kimani (2023) noted that
some hotels in Kisumu faced issues related to over-reliance on third-party platforms. Hotel
managers expressed concerns about the high commission fees charged by platforms, which
reduced profit margins. Furthermore, while many guests reported a positive experience, a few
expressed dissatisfactions with the differences between online descriptions and actual room
conditions. This issue, known as "advertising mismatch," led to some negative guest experiences,
particularly among those who had high expectations based on the online representation.

The researchers also pointed out that some guests felt that the reliance on online booking platforms
resulted in less personal interaction with hotel staff before arrival. This reduction in pre-arrival
communication could have implications for guest expectations and the level of service once they
arrived at the hotel. As a result, Omondi and Kimani (2023) recommended that hotels in Kisumu
should focus on enhancing their direct communication with guests, even when they book through
third-party platforms, to ensure a personalized and consistent guest experience.

In conclusion, online booking platforms have proven to be a game-changer for hotels in Kisumu,
offering guests convenience, choice, and transparency. However, hotels need to carefully manage
their online presence to maintain accurate representations and minimize any potential booking-
related issues. For a more sustainable approach, hotels should seek to balance their reliance on
these platforms with direct booking options, ensuring they maintain a personalized connection
with their guests.

19
2.4 Conceptual Review

INDEPENDENT VARIABLES
IN ROOM TECHNOLOGY
1. Ease of use
2. Comfort level
3. Ffrequencyof use
features

DEPENDENT VARIABLE

DIGITAL BOOKING GUEST EXPERIENCE

PLATFORMS 1. Overall-guest
satisfaction
1. Customer satisfaction 2. Repeat visits
2. Rate of error during 3. Ppersonalizedservices
booking
3. Time to complete
booking process

MOBILE PAYMENT
SOLUTIONS
1. Frequency of mobile
usage
2. Satisfaction rate
3. Average transaction time

20
2.5 Summary of the literature

This review examines the role of technology in shaping the guest experience within the hospitality
sector, emphasizing tools and solutions that enhance satisfaction, convenience, and engagement.
Technology-driven initiatives, such as mobile check-ins and personalized digital recommendations
have transformed the way guests interact with hotels.

Personalized Guest Engagement technologies, such as customized mobile apps, improve the guest
experience by anticipating individual preferences. However, deeper research is needed to explore
how these tools sustain long-term guest loyalty and emotional connection.

Streamlined Operations and Services, including digital check-ins and smart room controls, have
been shown to increase guest satisfaction by minimizing waiting times and offering personalized
services. Yet, questions remain about the balance between technological efficiency and the human
touch—a key element of memorable guest experiences.

Enhanced This review examines the role of technology in shaping the guest experience within the
hospitality sector, emphasizing tools and solutions that enhance satisfaction, convenience, and
engagement. Technology-driven initiatives, such as mobile check-ins, personalized digital
recommendations have transformed the way guests interact with hotels.

Enhanced Accessibility through inclusive technologies for guests with disabilities has fostered a
more welcoming and accommodating environment. However, there’s limited data on how
consistently these technologies meet diverse accessibility needs across varying hospitality
contexts.

In conclusion, while technology holds huge potential to redefine guest experiences, it is essential
to strike a balance between innovation and empathy. Future research should prioritize not only
quantitative metrics like user adoption but also qualitative aspects such as guest emotions,
memories, and loyalty. By doing so, hotels can utilize technology not just as a tool, but as a medium
to build human-centric and emotionally resonant experiences.

21
 CHAPTER THREE

3.0 RESEARCH METHODOLOGY

3.1` Introduction

This chapter describes the research methods that will be used and provides a general
framework for the research. It demands the study location, target population, sample size,
study variables, data collection instruments, research design and data analysis.

3.2 Research Design

Research design can be described as the general idea of the study including a description of all
concepts, categories, variables, relational propositions, and the methods of data collection and
analyses (Violet 2019). Therefore, a research design will serve as a systematic plan, outline of the
study, methods that will be used by the researcher and information on how the study will reach its
conclusion and constraints of the research. Descriptive design approach will be used to test the
hypothesis because it allows the researcher to gain knowledge to make informed decisions on the
business (Ten, Fang and Huang, 2020). This research design will help to enable focus on the
available facts, and explain the research variables of the relationship between technological
advancements and guest experiences in Kisumu's hotels. . The study will target a diverse workforce
which includes management, front desk staff, kitchen personnel, service department and
housekeeping.

3.3 Study Variables

The study variables can be categorized into dependent, independent, and mediating variables. The
dependent variable is guest experience, which encompasses elements such as satisfaction levels,
perceived convenience, personalized services, and overall comfort during the stay. The
independent variable is technology, measured by its adoption in various areas such as reservation
systems, in-room technology, digital payment systems, and guest communication platforms.
Additionally, mediating variables might include staff efficiency, service quality, and the degree to

22
which guests interact with technological systems, which can influence the relationship between
technology and guest experience. These variables work together to analyze and understand how
technological advancements shape the hospitality industry and improve guest satisfaction in the
specific context of Kisumu County hotels.

3.4 Study Location

The Vic Hotel in Kisumu serves as an ideal study location to carry out this research. Located within
the vibrant Mega City Mall, this hotel offers a unique blend of business and leisure amenities,
making it a hub for diverse travelers. With its modern facilities, including high-speed Wi-Fi, state-
of-the-art conferencing spaces, and a variety of room categories, The Vic Hotel provides a rich
environment to observe how technology enhances convenience, connectivity, and overall
satisfaction for guests. Its proximity to Kisumu's Central Business District and the airport further
highlights its strategic importance in understanding the interplay between technology and
hospitality in a dynamic urban setting. This study location not only reflects the evolving
expectations of modern travelers but also highlights the role of technology in shaping memorable
guest experiences.

3.5 Target Population

According to Fricker (2020), the target population is a complete set of individual cases or objects
with the same characteristics, which the researcher uses to generalize the results of study. There
are two types of population: the target and the accessible population. Target population comprises
all members of a valid or theoretical set of groups, events or objects from which a researcher
desires to generalize the outcome of their research while accessible population comprises all the
persons who practically could be incorporated in the sample (Gall, Gall, & Borg, 2014). The target
population will be 70 respondents including management, front desk staff, kitchen personnel,
service department and housekeeping.

Department No. of employees Percentage

Management 10 12.5%

23
 Front desk staff 8 11.6%

Kitchen Personnel 18 22.5%

Housekeeping 14 24%

Service 20 29%

Total 70 100%

3.6 Sampling Techniques and Sample Size

In studying the research at the Vic Hotel in Kisumu, appropriate sampling techniques and sample
sizes are crucial for ensuring the reliability and validity of the findings. Purposive sampling, as
described by Groves et al. (2019), is particularly suitable for selecting participants who are directly
involved with or affected by the use of technology, such as hotel employees and guests who have
interacted with technological systems like booking platforms or in-room devices. This method
ensures that the data collected is highly relevant to the research objectives. Stratified random
sampling, as highlighted by Cooper and Schindler (2018), could also be employed to capture
diverse perspectives within the population. For instance, guests could be categorized into groups
such as frequent visitors, first-time guests, or business versus leisure travelers, with participants
randomly selected from each group to ensure representation. Systematic sampling, as discussed by
Smith (2020), could involve selecting every fifth guest who checks in during a specific period,
providing a structured and unbiased approach to participant selection.

Regarding sample sizes, the manageable population size at the Vic Hotel allows for a census
approach for employees, including all 70 staff members to gain comprehensive insights into
internal perspectives. By integrating these sampling techniques and sample sizes, the study can
achieve an inclusive and detailed understanding of how technology impacts guest experiences at
the Vic Hotel.

24
3.7 Pilot Study

A pilot study will be conducted to evaluate the possibility and practicality of the research design
and methodology for the main study on the impact of technology on guest experience at The Vic
Hotel, Kisumu. This initial stage will serve to identify potential challenges in the research process,
ensuring that the instruments and procedures are refined for optimal accuracy and efficiency. By
conducting the pilot study, the researcher will be able to assess the time, cost, and logistical
requirements, while also testing the effectiveness of the data collection instruments. This process
will ensure that the research is well-structured and manageable before implementing the full-scale
study.

The target population for the main study consists of various guests at The Vic Hotel who interact
with technological features such as self-check-in and online booking systems. In line with
Mugenda and Mugenda's (2013) recommendation of selecting 10% of the population for a pilot
study, a small, representative sample of the guests will be chosen for this preliminary assessment.
To avoid bias, the pilot study sample will consist of guests who recently visited the hotel but will
not participate in the main study. This approach ensures the integrity of the research while offering
valuable insights into the questionnaire's ability to capture essential data regarding guest
experiences and perceptions of technological innovations.

The pilot study will utilize a structured questionnaire to collect data on various aspects of
technology usage, such as accessibility, ease of use, and its perceived impact on the overall guest
experience. This phase will help identify any confusions in the questionnaire, address logistical
challenges, and determine whether the research instruments effectively capture the required data.
Insights from the pilot study will guide adjustments to the instruments and procedures, ensuring
that the main research yields reliable and valid results. Ultimately, the pilot study will be crucial
in refining the research design and enhancing the effectiveness of the full-scale investigation into
the role of technology in shaping guest satisfaction and experience at The Vic Hotel, Kisumu.

25
3.8 Data Collection Instrument and Procedure

To measure the impact of technology on guest experience, the researcher will utilize well-
structured questionnaires as the primary data collection instrument. These questionnaires will
include items based on a five-point Likert scale, ranging from "strongly disagree" (1) to "strongly
agree" (5), ensuring a detailed understanding of guest perceptions. This approach aligns with Oso
and Onen (2019), who highlight the efficiency and clarity of questionnaires in extracting
comprehensive data. As noted by Currie (2019), data collection serves as a gateway to gaining
new insights into events, making it key in understanding guest interactions with technology. The
structured format allows participants to articulate their experiences and assessments of technology
in hotels conveniently, fostering reliable results that reflect real-world dynamics (Wang & Law,
2020). To further enhance the study's exactness, the questionnaires will be pilot-tested to ensure
clarity and reliability (Kim, 2021). This empathetic and systematic process will help the researcher
capture diverse perspectives, ultimately contributing to the design of more client centered
technological solutions.

26
3.9 Data analysis and Presentation

In analyzing and presenting data, the approach adheres to established practices to ensure relevance
and clarity (Judd & McClelland, 2019). Data collected through questionnaires—designed to
capture guests' perceptions of technological innovations such as online check-ins, digital room
controls, will be edited to extract insights that align closely with the research objectives.
Quantitative data will be systematically analyzed using descriptive statistics, with tools facilitating
the process to ensure precision and reliability (Smith et al., 2020; Patel, 2021). Findings will be
summarized using percentages and visualized through pie charts, bar graphs, and tables, making
them easily comprehensible and actionable. By extracting complex numerical patterns into user-
friendly formats, this analysis emphasizes the human dimension of how technology enriches or
challenges hospitality experiences. The visualizations aim to tell a compelling story that connects
data trends with real-world guest interactions (Nguyen & Bediako, 2023). Such a thoughtful
presentation not only validates the effectiveness of the analysis but also inspires a deeper
understanding of the interplay between technology and personalized service in hospitality (Brown,
2025).

27
3.10 Reliability Test

Reliability in research ensures that the instruments used for measurement consistently produce
stable and dependable results. Reliability testing is crucial to validate the consistency of the data
collected. Cronbach’s alpha, a widely recognized measure of internal consistency, will be
employed to assess the reliability of the scales used to measure constructs such as guest
satisfaction, technological ease of use, and overall experience. According to Tavakol and Dennick
(2019), a Cronbach’s alpha value of 0.7 or higher is considered acceptable, indicating that the
measurement tools are reliable.

For instance, if a survey instrument is designed to estimate guest satisfaction with technology
amenities like mobile check-ins or smart room features, achieving a Cronbach’s alpha above 0.7
would confirm that the responses are consistent across different participants. This consistency
ensures that the data is dependable for further analysis and interpretation. By establishing
reliability, the study not only strengthens its methodological discipline but also enhances the
credibility of its findings, providing actionable insights for improving guest experiences at the Vic
Hotel.

28
3.11 Validity Test

Validity in the context of measuring the impact of technology on guest experience at the Vic Hotel
Kisumu is crucial for ensuring the reliability and accuracy of the research findings. Content
validity will be established by ensuring that the research instruments comprehensively cover all
aspects of guest experience influenced by technology, such as check-in processes, room
automation, and personalized services. Construct validity will focus on how well the instruments
capture theoretical constructs like guest satisfaction, loyalty, and perceived ease of use, aligning
with frameworks such as those discussed by Dianawati et al. (2024). Face validity will involve
expert evaluations to confirm that the instruments appear to effectively measure the intended
constructs, as highlighted by Arapou and Kapiki (2023). By achieving high levels of content,
construct, and face validity, the study will provide meaningful insights into how technological
advancements shape guest experiences, offering actionable recommendations for enhancing
service delivery and operational efficiency in the hospitality sector.

29
 REFERENCES

Allen, T. D., & Kiburz, K. M. (2022). The impact of work-life balance initiatives on employee
well-being in technology-driven environments. Journal of Organizational Psychology,
35(4), 112-126.

Alharbi, F., & Alshammari, S. (2022). The role of automation in enhancing guest satisfaction in
Middle Eastern hotels. Middle East Journal of Hospitality Management, 28(2), 89-105.

Buhalis, D. (2020). Smart tourism: Technology's transformative role in the hospitality industry.
Tourism Management, 81, 104157.

Chen, Y., & Huang, S. (2021). Career development and employee engagement in the digital age:
A hospitality perspective. Hospitality & Tourism Research Journal, 42(3), 215-230.

Chen, L., & Wu, P. (2021). The impact of online reviews on hotel booking decisions: A consumer
behavior perspective. Journal of Travel Research, 60(5), 987-1002.

Deci, E. L., & Ryan, R. M. (2019). Self-determination theory and its role in motivation in the
hospitality industry. Journal of Human Resource Management, 41(1), 76-90.

Gallup. (2021). Employee engagement in the hospitality industry: The impact of motivation and
recognition. Gallup Workplace Report.

Hospitality Tech. (2023). Trends in European hotel technology adoption: A focus on mobile check-
ins and self-service. Hospitality Tech Journal, 19(3), 45-62.

Johnson, R., & Lee, H. (2023). Social media and guest engagement: The role of customer feedback
in hospitality. Journal of Digital Hospitality, 5(1), 120-137.

Kahn, W. A., & Byosiere, P. (2020). Recognition programs and employee morale in technology-
driven hospitality environments. Journal of Hospitality Management, 38(2), 178-193.

Kim, S., et al. (2021). Digital check-in systems and their effect on hotel guest satisfaction.
International Journal of Hospitality Technology, 29(3), 211-229.

30
Kimani, J. (2021). The impact of digital check-ins on guest experience in Nairobi hotels. Kenyan
Hospitality Review, 17(2), 55-71.

Luo, W., & Law, R. (2022). The role of technology in streamlining hotel operations and improving
guest experience. Journal of Hospitality and Tourism Technology, 13(4), 234-256.

Moyo, S., & Mhlanga, D. (2023). Cultural integration and technological adoption in African
hospitality. African Journal of Hospitality Studies, 12(1), 89-104.

Mwangi, P. (2025). Work-life balance and flexible scheduling in Kenyan hotels: A technological
perspective. East African Hospitality Review, 20(1), 30-48.

Neuhofer, B., et al. (2019). The role of technology in creating holistic guest experiences. Journal
of Travel & Tourism Marketing, 36(5), 575-590.

Nyongesa, M. (2024). Employee training and service quality in the Kenyan hospitality sector.
Journal of East African Business, 15(2), 200-217.

Odhiambo, L. (2023). Guest feedback systems and hotel responsiveness in Nairobi. Kenyan
Journal of Tourism and Hospitality, 14(3), 145-160.

Okumus, F., et al. (2021). Technological innovations in hospitality and their impact on customer
satisfaction. International Journal of Contemporary Hospitality Management, 33(7), 1683-
1702.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A model for measuring
service quality. Journal of Marketing, 52(2), 41-50.

Patel, R., et al. (2023). Smart room technologies and guest satisfaction in luxury hotels. Hospitality
& Technology Review, 10(2), 88-104.

Radha, S. (2024). User-friendly hotel technologies and guest adoption trends. Journal of Consumer
Hospitality Studies, 9(4), 245-263.

31
 WORK PLAN

ACTIVITIES
FEB (TITLE SELECTION AND APPROVAL)
MARCH (PROPOSAL WRITING)
APRIL (PROPOSAL PRESENTATION AND DATA COLLECTION)
APRIL (PROJECT DOCUMENTATION)
MAY (PROJECT PRESENTATION)

8% 10%

23%

43%

16%

32
 PROPOSED BUDGET

ITEMS COST (KSH)

Transportation 4950

Printing questionnaires 2240

Binding 650

Research permit 1500

Stationaries 5000

Data analysis 3500

Miscellaneous 2550

TOTAL 20,390

33