The last years more and more hospitality firms invest on technology and smart tourism
aiming at improving the customer service provided. Therefore, hoteliers have been
persuaded to develop and launch mobile applications for guests.
To investigate the hotel smartphone apps, a questionnaire was conducted in 15
companies that develop hotel mobile apps. Additionally, data for the study was
collected from a content analysis in 50 hotel mobile apps and companies that design
hotel apps. The results of the questionnaire and the content analysis were analyzed
and examined the available features and functions of mobile apps that companies and
hotels provide. Moreover, the effectiveness of these features and the perspectives of
hotel apps were tested through the study.
The results indicate that hotel apps offer mainly information services to guests and
boost hotel sales and revenues, as well as the interaction with guests and the brand
loyalty. From open-ended questions it became clear that more hotels will offer a
mobile app to guests in the future and hotel apps will evolve and provide more
significant features to guests.
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