Abstract:
Despite the role of Information and Communication Technologies (ICTs) in hotels’
service delivery and its implications on service efficiency and customer
satisfaction, limited number of studies exist in the context of Ghana on ICTs
adoption and utilization among hotels. This study examined how hotels in the
Kumasi Metropolis adopt and use ICTs in service delivery. Both quantitative and
qualitative methods were adopted for the study. Survey data was collected from
174 hotel employees and in-depth interviews (IDIs) conducted among 20 hotel
managers using questionnaires and IDI guides respectively. Thematic analysis was
used to analyze the qualitative data while frequencies, percentages, independent
sample t-test and Pearson chi-square were employed in the analysis of quantitative
data. The findings of the study revealed that even though all hotels in the study
adopted and used ICT in their service delivery, not all made maximum use of ICT.
Managers opined that adoption of ICT in hotel service is relevant since ICT aids
access to information, improvement of productivity and makes work easier. The
results showed that employees had positive attitude towards the use of ICT.
Nonetheless, results from Pearson chi-square established that hotel characteristics
had statistically significant association with barriers to the use of ICT in hotel
service delivery. It is recommended that managers of hotels that were able to
achieve the target of using ICT should maintain such standards and continue to
motivate their employees to work with enthusiasm. The study concluded that the
assent use of ICT by hotels is as a result of the cognizance hotels have taken of the
role ICT play in their service delivery.
