Going keyless for a seamless experience: Insights from a unified hotel access control system


Lim, Weng Marc and Teh, Pei Lee and Ahmed, Pervaiz K. and Cheong, Soon Nyean and Ling, Huo Chong and Yap, Wen Jiun (2018) Going keyless for a seamless experience: Insights from a unified hotel access control system. International Journal of Hospitality Management, 75. pp. 105-115. ISSN 0278-4319

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Service providers are increasingly searching for new and innovative ways of providing customers with a seamlessexperience in the service environment. This paper used an engineering approach to service systems developmentand a model of technology acceptance as a conceptual lens through which to examine hotel guests’acceptance ofa unified hotel access control system (UHACS) for seamless hotel check-in and room access. This system is thefirst of its kind, and this study is thefirst evaluation of it using two samples consisting of 100 hands-on and 120online survey hotel guest participants. Before completing the questionnaire, hands-on survey participants werebriefed and allowed to practice using the UHACS, whereas online survey participants received aflowchart thatexplained the concept and process of the UHACS. The data from both samples were analyzed quantitativelythrough partial least squares structural equation modeling and test of difference. The results showed that theease of using and usefulness of the UHACS significantly facilitated seamless experiences in hotel check-in androom access, which in turn, significantly and positively shaped attitudes toward the UHACS, and together withits improved security features, encouraged greater intention to use the UHACS. No significant differences inevaluations were found when gender, age, and familiarity with and risk disposition to technology were con-sidered across the two samples. The paper concludes with a discussion of the implications of thefindings fortheory and practice, the limitations of the study, and directions for future research.

Item Type: Article
Uncontrolled Keywords: Technology—Social aspects, Keyless system, Seamless experience, Hotel, Check-in, Room access Technology acceptance
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Creative Multimedia (FCM)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 18 Nov 2020 17:25
Last Modified: 18 Nov 2020 17:25
URII: http://shdl.mmu.edu.my/id/eprint/7409


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