research questions
Description
Research Question 1 The majority of the findings (75%) of respondents thought that information management and technology-enhanced product awareness among customers. The rest of the respondents (25%), think that IMT does not enhance consumer product awareness. These findings confirm that indeed, information management and technology contributed immensely to product awareness by customers. The question was posed both to employees and customers, whereby 80% of customers recorded using various communication technologies to research on a hospitality product. Of the involved employees, 77% recorded using information management and technology to reach customers, design content on their website as well as get feedback from clients on various products. Social media platforms were the most used sources of selling and data collection on hospitality products, followed by mainstream media and then agents at 63%, 21%, and 16%, respectively. Research Question 2 The question requested respondents to indicate whether Information management technology enhanced the quality of services in the hospitality industry. From the findings, a majority of respondents 83% indicated that IMT improved the quality of service, 11% recorded not sure, while 6% thought there was no change. Aspects of information management and technology that improved quality of service included prompt customer care service, transparency on service costs, online reservation and bookings, websites, customized services, online payment methods, as well as smart and automated room appliances. The quality of service was assessed from the time the customer wishes to buy the service, information search, booking, staying, and leaving the hospitality product. In the entire process, IMT was found to play a critical role in ensuring that the customer was satisfied. Research Question 3 Customer satisfaction is tied to employee performance, whereby there is a positive relationship between the two. IMT has to be understood and embraced by employees if customers were to enjoy the technology, for example, when creating content for websites, use of smart and automatic room appliances, data analysis and interpretation, as well as the use of social media. The majority of respondents, 79% recorded that IMT helped enhance employee performance, while 21% were of the contrary opinion. Of the employee participants, 89% said that IMT had made their job more comfortable and practical, while 11% thought otherwise. Of the participants involved, 93% of customers recorded that employees with a mastery of IMT served them better as opposed to those who didn't 7% did not think so.