Empirical impact of AI smart hotel technological services on consumer attitudes

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  • Yu Chin-Hua
    Ph.D. Program in Nutrition and Food Science, Fu Jen Catholic University
  • Hsu Ta-Kuang
    Department of Restaurant, Hotel, and Institutional Management, Fu Jen Catholic University

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タイトル別名
  • A comparison before and after the COVID-19 pandemic

抄録

This longitudinal study explored the change of consumer attitudes towards smart hotel technological services before and after the pandemic. Based on expert interviews and literature collection, the topics of smart hotel services were extracted and summarized into four dimensions, namely, automatic reception, smart rooms, hotel intelligent services, and immersive artificial intelligence (AI) smart systems. The questionnaire covered 27 technological service items, and each topic was measured in terms of its enablers and inhibitors. Before the pandemic in 2019, a pre-test was conducted on 65 subjects using this questionnaire. Three years later, the same questionnaire was administered to the same subjects as a second test. A total of 57 valid questionnaires were collected and tested to understand the differences before and after the pandemic. The results showed that the enablers of the consumers’ attitudes significantly increased, while the inhibitors significantly decreased. In individual dimensions, in addition to the dimension of automatic reception, the enablers of smart rooms, hotel intelligent services, and immersive AI smart systems were significantly improved, while the inhibitors were significantly reduced. In summary, COVID-19 had a catalytic effect on consumer attitudes towards the use of technological services in the hospitality industry.

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