The purpose of this study is to look at the effects of website management, technology level, and innovation on customer satisfaction in five-star hotels in Aqaba, Jordan. Among the 450 surveys distributed to hotel guests, 235 were filled out completely and returned. To investigate the connections between the variables, an (Smart PLS 4) analysis was used. Website management was shown to have a positive and statistically significant link (T = 2.909, p = 0.004) with customer satisfaction. There was a significant positive link between the hotel technology level and customer happiness (T = 10.160, p 0.001). The research found a statistically significant positive link between innovation and consumer happiness (T = 2.160, p = 0.031). In terms of the moderating effects of innovation, the research discovered that innovation did not substantially modify the link between website management and customer satisfaction (T = 0.636, p = 0.525). The research revealed a substantial moderating effect (T = 2.822, p = 0.005), however innovation was shown to reduce the influence of technology level on consumer satisfaction. In light of these results, it is suggested that the management of five-star hotels in Aqaba place a greater emphasis on better website management techniques and the enhancement of technical services. Furthermore, encouraging innovation should be approached cautiously due to the lack of data on the impact it has on the link between technology and consumer happiness. The findings of this study provide Aqaba hotel managers with useful information for improving guests experiences, which should result in happier visitors who are more likely to return and spread the good news about their stay.
Malkawi, Eman; A. AL Fahmawee, Emad; and Jawabreh, Omar
"Assessments of Guest Technologies in Five Stars Hotel at Aqaba Special Economic Zone Authority (ASEZA),"
Information Sciences Letters: Vol. 12
, PP -.
Available at: https://digitalcommons.aaru.edu.jo/isl/vol12/iss8/34