The Effects of Technology Readiness Index and IT-based Services on the Service Quality in the Hotel Industry

In the past the hotel primarily focused on the personnel services. Nowadays they gradually use information technology to provide the services, for example, on-line room reservation, free Internet services and so on. However, whether the customer accepts these IT-based services or not? How IT-based services influence service quality, customer´s satisfaction, and loyalty? These issues need further discussion. This study explores the effects of customer´s technology readiness index and IT-based services on the total service quality in the hotel industry. We investigate the customer of five-star international hotel and use LISREL software to test our hypotheses. The results indicate that when the customer has higher technology readiness index, he (she) will perceive better IT-based services and total service quality. That is, the more the customer accepts technology, the more he (she) has positive attitude about IT-based services and total service quality. Next, when the customer perceives better about IT-based services, he (she) will feel better about total service quality. Finally, when the customer perceives better about IT-based services and total service quality, he (she) will be more satisfied and more royal to the hotel.