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An Impact of Digital Technologies on Customer Experience in Hospitality Industry

Student: Vasina Anastasiya

Supervisor: Sergey P. Kazakov

Faculty: Graduate School of Business

Educational Programme: Experience Economy: Hospitality and Tourism Management (Master)

Year of Graduation: 2021

The purpose of this study is to study the use of digital technologies in the hospitality industry and their impact on the consumer experience of guests. In the course of the work, the analysis of theoretical and practical research in the direction of consumer experience and the use of digital technologies in the field of hospitality was carried out. To conduct the study, a survey was compiled to identify the attitude of consumers to digital technologies in the hospitality industry through an online questionnaire, as well as to determine the factors that affect the use of digital technologies by consumers of hospitality services. The survey method is used, the sample size is 110 respondents. After analyzing the data obtained, recommendations were developed for the enterprises of the hospitality industry on the use of digital technologies. The study showed that digital technologies can have a mostly positive impact on the consumer experience and can become one of the factors that can revolutionize the traditional service.

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