Technological Transformation in Hospitality: Impact of IoT-Enabled Services on Hotel Guest Satisfaction in Metro Manila

Abstract

Introduction: As smart technology is increasingly integrated, the Internet of Things (IoT) has become a crucial component in improving operational efficiency and consumer experience. Through an analysis of important quality parameters, this study evaluates the degree of customer satisfaction with IoT-enabled services in a few Metro Manila hotels.

Objectives: This study examines five quality dimensions—information quality, system quality, service quality, reliability quality, and tangible quality—to assess how IoT affects hotel guest satisfaction. It also looks at whether demographic factors affect customer satisfaction and how IoT quality dimensions relate to overall satisfaction.

Methods: Purposive sampling was employed in a quantitative-descriptive research with 200 respondents selected from hotels in Metro Manila. Reliability was demonstrated by the 35-item survey questionnaire's Cronbach's Alpha rating of 0.90346. Data was evaluated using Pearson r correlation to evaluate the relationship between IoT quality criteria and customer satisfaction, and Analysis of Variance (ANOVA) to examine differences in satisfaction levels depending on demographic data.

Results: With a significant value of 0.10654, the ANOVA results showed no significant difference in IoT satisfaction levels when grouped by demographic factors. However, the Pearson r correlation study revealed that all of the IoT quality indicators had p-values below 0.05, hence rejecting the null hypothesis. This suggests a statistically significant relationship between IoT quality factors and customer happiness.

Conclusions: The findings of this study highlight the significant impact of Internet of Things (IoT) quality dimensions on guest satisfaction in selected hotels in Metro Manila. Despite the challenges faced by the hospitality sector, IoT attributes such as information quality, system quality, service quality, reliability quality, and tangible quality play a vital role in shaping customer experiences. The statistical analysis confirms a strong relationship between these IoT quality dimensions and customer satisfaction, emphasizing the need for hotels to integrate and enhance IoT-driven services. As the industry continues to adapt to evolving customer preferences, leveraging IoT technologies can serve as a strategic approach to improving service quality, fostering guest loyalty, and ensuring business sustainability in the long run