Impact of Information and Communication Technology (ICT) on Service Delivery in selected Hotels in Coast Region, Kenya

Authors

  • Angore Mbitha Moi University, School of Tourism, Hospitality and Events Management Author
  • Belsoy Sawe Moi University, School of Tourism, Hospitality and Events Management Author
  • James Kamwea Moi University, School of Tourism, Hospitality and Events Management Author

Keywords:

competitive advantage, information and communication technology, service Delivery

Abstract

Information and communication technology is important in the provision of services in the hospitality industry. It not only speeds up the services being provided but also ensures that guests are satisfied and can therefore bring about repeat purchases. The hospitality industry is very delicate and the manner in which the services are offered determines the number of customers to frequent the establishment. Therefore, to enhance competitive advantage, managers will need to incorporate more guest-service technologies within their key offerings to customers or be left behind. The pace of technological change is presenting the hospitality industry with many new opportunities and the management of information technology will be a key business activity in the future. Therefore, the purpose of this study was to examine the impact of Information and Communication Technology (ICT) on service delivery in the hospitality industry.

Author Biographies

  • Angore Mbitha, Moi University, School of Tourism, Hospitality and Events Management

    Moi University, School of Tourism, Hospitality and Events Management

  • Belsoy Sawe, Moi University, School of Tourism, Hospitality and Events Management

    Moi University, School of Tourism, Hospitality and Events Management

  • James Kamwea, Moi University, School of Tourism, Hospitality and Events Management

    Moi University, School of Tourism, Hospitality and Events Management

Published

2013-10-01

Issue

Vol. 1 No. 1 (2013)

Section

Articles