Hotels’ adoption and utilization of information and communication technology (ITC) in the Kumasi Metropolis, Ghana

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.