Information and Communication Technology (ICT) and Customers’ Satisfaction with Hotel Services in Benin City, Nigeria

Abstract

The study investigated the roles of ICT on customers’ satisfaction with hotel services in Benin City. Four uses of ICT in hotel services (Restaurant management, Room management, Telecommunication services and Hotel management) were considered for the study. The study adopted a cross-sectional research design. The population of the study comprised all Hotels in Benin City. A sample size of 200 customers from ten selected hotels was used for the study. To ensure uniformity and equal appropriation of sample size, Benin City was stratified into five local Government areas and forty (40) respondents were selected from each of the local government areas that make up Benin City using the systematic sampling technique, while a structured questionnaire rated on 5 Likert scale titled ICT and customer satisfaction in Benin City was used for data collection. The data collected was analyzed using both descriptive and inferential statistics. It was found that Restaurant management, Room management, Telecommunication services and Hotel management all have a positive and significant relationship with customers’ satisfaction. Based on the findings of the study, we recommend that that Hotels in Benin City should consistently enhance the quality of ICT service delivery rendered to customers by investing in more of ICT components such as Internet, Wifi, CCTV cameras, POS, Intercom, CRS, and other facilities in order to attract more visit by reviewing and evaluating current technology amenities and related strategies and offerings in order to enhance customers’ satisfaction