Quality Service of Deluxe Hotels in Manila Using Smart Technology

The study determined the available smart technology used in selected deluxe hotels in Manila and measured the level of expectation and satisfaction of the hotel guests in using smart technologies whether this will add value to the quality of deluxe hotels. The respondents of the study are those individuals who already had experience on the hotel service to determine the level of satisfaction and individuals who doesn’t have any experience yet on the hotel service in deluxe hotels to determine the level of expectation in using smart technologies. The study utilized descriptive research by using the quantitative approach wherein it includes a survey questionnaire to gather data. Moreover, the data gathered revealed that the majority of the respondents are aged between eighteen years and twenty-five years of age. Smart technologies used in deluxe hotels with respect to check-in procedures, room access, room features, bathroom features are namely; mobile check-in, electronic key cards, control in-room tablet, e-tray, and automated bidet. The level of expectation of smart technologies in terms of reliability, responsiveness, assurance, empathy, and tangibility are more than expected perceived by the respondents. Moreover, in terms of the level of satisfaction, it was revealed that the respondents are very satisfied with the smart technologies available in the selected deluxe hotels. However, there is significant differences between the expectation and satisfaction as perceived by the respondents. Hence, smart technologies add value and quality to the selected deluxe hotels in terms of reliability, responsiveness, assurance, empathy, and tangibility.