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Assessment of the impact of the client's IT application on customer satisfaction in hotels

Student: Moskvitin Nikolaj

Supervisor: Sergey P. Kazakov

Faculty: Faculty of Management

Educational Programme: Master

Year of Graduation: 2014

<p>The paper studies the impact of the client&#39;s IT application on customer satisfaction in hotels.</p><p>The paper analyze theoretical background of key definitions and models of satisfaction, build a&nbsp; structure-capacitive model of satisfaction and carry out a study of&nbsp; the impact of IT-applications on customer satisfaction in hotels.</p><p>In theory block was analyzed the definition &ldquo;customer satisfaction&rdquo; and compared with the satisfaction based on the quality of goods and services. By analyzing academic papers main directions in the research field of satisfaction we defined basic methods and techniques of assessment of customer satisfaction in hotels were considered.</p><p>In order to assess the impact of IT-application on customer satisfaction in hotels a theoretical structure-capacitive model was carried out, which contains group-factors of satisfaction as variables.</p><p>By regression analysis the theoretical model was assessed. The coefficients by the variables show the impact of group-factors of satisfaction in the overall function of satisfaction. By studying these factors a structure of satisfaction was revealed and the key group-factors were defined. They are the factors of physical characteristics of the rooms and hotel and also the staff. The factors of the second rank of satisfaction also were defined. They are technical equipment of the hotel, dinning and prices.</p><p>In order to define the ability of the IT-application to satisfy guests of the hotel was carried out the analysis of the characteristics of the application: design, organization of space, usability, simplicity of the interface and data input and output ways. The analysis of the characteristics of the application showed that IT-application a high ability to customers satisfaction.</p><p>In order to assess the impact of IT-application on customer satisfaction an empirical model was applied to the calculated potential of the application. The result of evaluating showed that IT-application is able to increase the satisfaction of the hotel clients by 3.7%.</p><p>In the paper also examined the possibility of implementation of ICT-platform. ICT platform is associated with a new innovative device. Therefore, ICT-platform has a higher degree of target use and higher influence on customer satisfaction.</p><p>The potential result of the implementation of IT application in hotels is that satisfaction will grow by 3.7%, in case of ICT platform satisfaction grow by 4.1%.</p><p>Also this study in particular shows how trends and innovative technologies can be used in order to improve the performance of the hotels.</p>

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