Effectiveness of ICT Integration for Hotel Performance in Lagos, Nigeria

Abstract

The integration of ICT technologies in hotel operations presents unique opportunity that can drive transformative changes. However, its integration remains limited in Nigeria. This study therefore investigated the effectiveness of ICT integration on performance of hotels in Lagos. Specifically, the study finds out the specific ICT tools used by hotels in Lagos, level of effectiveness of the ICT integrated ICT tools for hotel performance, the effect of ICT integration on operational efficiency and customer satisfaction and the challenges to the effectiveness of ICT integration by hotels in Lagos. The study was quantitative survey research using a total of 400 participants from guests in selected hotels in Lagos. A well-structured questionnaire was used to collect data for the study. Findings revealed that the major ICT applications were for reservations and in-room technology, while others like customer relationship management and mobile technology are less prevalent. It was also revealed that while the availability of ICT technologies only does imply operational efficiency, the effectiveness of ICT technologies significantly impacts both operational efficiency and customer satisfaction. The major challenges that attributed to poor efficiency in integration of ICT in the hotels were low technical skills, high cost of technology, security concerns, unfavorable policies, and cultural/individual differences. This therefore calls for stakeholders to invest in skill development, advocate for enhanced security measures, and promote favorable policies conducive to technological innovation within the hospitality industry.