INFLUENCE OF INFORMATION TECHNOLOGY ON CUSTOMER SATISFACTION IN HOSPITALITY INDUSTRY

TABLE OF CONTENTS

Title page                                                                          i

Certification                                                                       ii

Approval page                                                                   iii

Dedication                                                                         iv

Acknowledgement                                                              v

Table of Contents                                                               vi

Abstract                                                                            vii

CHAPTER ONE

1.0   Introduction                                                                      1

1.1   Background to the study                                                     2

1.2   Statement of the Problem                                                   3

1.3   Aims and specific objective                                                 3

1.4   Significance of the study                                                    4

1.5   Scope of the study                                                             4

1.6   Research hypothesis                                                           5

1.7   Definition of major concepts                                                5

        CHAPTER TWO

2.0   Literature Review                                                               8

2.1   Introduction                                                                      8

2.2   Information Technology and Distribution                              8

2.3   Marketing Hotels using Global Distribution System               9

2.4   Information Technology and Pricing                                     11

2.5   Hospitality Consumer’s and Information Technology             12

2.6   Customer relationship management                                    13

2.7   Electronic point of Sales System                                          15

2.8   Reservation System                                                           16

2.8.1 Food and Beverages management system                            17

2.8.2 Menu Engineering                                                              18

2.8.3 Dietary Analysis                                                                 19

2.8.4 Event Management System                                                 19

2.9   Impact of Information Technology/ Computer on

Customer’s satisfaction in hospitality industry                      20

2.9.1 Types of Information Technology                                23

2.9.1 History of Computer                                                           23

2.9.2 Types of Computer                                                             24

2.10  Importance of Computer in Hotels                                       25

2.11  The uses of computer in various department in Hotel            26

2.12  Limitation of Computer                                                       29

        CHAPTER THREE

3.0   Research Methodology                                                        31

3.1   Population of study/ sample                                                32

3.2   Data Collection Techniques                                                 32

3.3   Methods of Data Analysis                                                    33

        CHAPTER FOUR

4.0   Data Analysis and presentation of result                              34

4.1   Discussion and Implication of the Result                              38

        CHAPTER FIVE

5.0   Conclusion                                                                         41

5.1   Summary                                                                          42

5.2   Recommendation                                                               42

Bibliography                                                                      43

 

 

 

 

 

 

 

CHAPTER ONE

1.0   Introduction

In this modern world, there are few aspects of life which are unaffected by Information Technology in the office, factory, at home, banks, even hospitality industries are not left out, for example hotels in particular.

Most hospitality business finds out that the use of general purpose computing systems usually a basic personal computers with generic software installed, provides the hospitality firm substantial advantages in respect to access to information sources via the internet.

According to Cousins and Foskeh (2003): specific data about the business financial operation and forecasting of the business production of routine text and graphic base materials, such as menu’s nutritional analogy and Fota’s though an easily set up and operated solution.

These functions are achieved by linking together network especially in large and medium size hospitality industry which when used in this way of distributing data resources and equipment.

Furthermore, they are so many other benefits information technology has to offer to the development of the hospitality industry which  before now was depending on manual based operation. The new trend which comes in the form of software have helped greatly in the profitability of many small and large hospitality establishments. Some of the software which have aided the development and also of benefit to the hospitality industry are hotel, restaurant, fast food etc.

Therefore information technology may be considered to be the harnessing of electronic technology in its various forms to improve the operation and profitability of the business as a whole.

In this research work a frame work and approach to effectively manage firms performance measured in terms of overall customer satisfaction for hotels services is provided.

1.1   Background to the problem

The background to this research is the lack of investigation on the effect of information technology in delivering services to customers especially in the hospitality industry.

This research work is based on the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability.

Hesket et al (1997), opinioned that profit and loyalty is a direct result of customer satisfaction.  lt is even survive  today without the  assistance from computer hence the need for information technology cannot be over emphasized in hospitality industry.

1.2   Statement of the problem

As a result of information technology in the business world today, hospitality industry operators are faced with the problem of storing, gathering and distribution the needed information especially in the area of front office. Accounting, inventory and restaurant in ensuring the satisfaction of their customers.

All these are the problems which this research intends to study and find final answers to.

1.3   Aims and specific objectives

This research work is carried out purposely to know the effect of information technology in some Nigeria hotels.

It will also state specifically whether the introduction of information technology to hotel has improved the services rendered to guest.

It is also the objective of this project work to enlighten hotels using human labour (after appreciating the needs for the use of computers) the process of acquiring computers efficiently in order to bring out the best result in their operation.

Also to identify reasons for the use of computers in hospitality.

1.4   Significance of the study

This project write up is signifies to shows the roles of information technology in hospitality industry.

• It will enhance hospitality business to access and use information.
• It will facilitate easy booking and cancellation of hotel accommodation
• It will educate the proprietor on the ways of minimizing low turnover in hotel.
• It will enlighten the hotel on the effective management in order to achieve the desire goal and objective
• To explain and the role of information technology on customer’s satisfaction.

1.5   Scope of the study.

This project will focus on computer as one of the information technology system used in hospitality industry and telecommunication. It will also cover various selection in which computer work can extend into hotels, importance uses and limit to which it can perform its duties especially on customer’s satisfaction.

 

1.6   Research Hypothesis

• Ho: Information technology does not have significant role in the operational improvement of hospitality industry.
• Hi: lnformation technology has significant role in the operational improvement of hospitality industry
• Ho: Information technology does not increase the sales of hospitality industry.
• Hi: Information technology will increase the sales of hospitality industry.
• Ho: Information technology does not enhances customer’s satisfaction in the hospitality industry
• Hi: Information technology enhances customer’s satisfaction in the hospitality industry

1.7   Definition of major concepts.

Data: Refers to the information (Numerical or otherwise) that is located into stored in or read from a computer

Character: Letters, numbers and punctuation symbols used in a data processing system

Information: (processed data) it is obtained when items of data are processed by the computer.

Input: The actual data, which must be put into the computer to accomplish some tasks.

Output: Information, which result from the computer’s manipulation

Processing: Manipulation of information (data) in order to produce a specific result.

Processing: A coding set of instruction to the computer with keyboard or a mouse and directing the computer to carryout the task

ALU: (Arithmetic Logic Unit) A part of the CPU where all arithmetic and logic operations are carried out

Butter: Computer storage used when information need to be held temporarily en-route from one device to another

CPU: Central Processing Unit) the brain of the computer, this is the place where the computer