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

机译：技术准备指标及其基于服务的影响在酒店业中的服务质量

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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? Theses 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.

机译：在过去，酒店主要专注于人事服务。如今，他们逐步使用信息技术来提供服务，例如，在线客房预订，免费上网服务等。但是，客户是否接受这些基于IT的服务？如何基于IT的服务影响服务质量，客户的满意度和忠诚度？这些问题需要进一步讨论。本研究探讨了客户的技术准备指标和基于IT的服务对酒店业的总服务质量的影响。我们调查五星国际酒店的客户，并使用Lisrel软件来测试我们的假设。结果表明，当客户有更高的技术准备程度指数时，他（她）将感知更好的基于服务和总服务质量。也就是说，客户接受技术越多，他（她）就越有关于IT的服务和总服务质量的积极态度。接下来，当客户对基于IT的服务更好时，他（她）对总服务质量感觉更好。最后，当客户感知到基于IT的服务和完全服务质量时，他（她）将更加满意，更皇家到酒店。

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《Portland International Center for Management of Engineering and Technology》|2007年||共5页
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Lai Chi-Shiun; PICMET;
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The Effects of Technology Readiness Index and IT-based Services on the Service Quality in the Hotel Industry

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