Creative Commons

This dissertation was written as part of the MSc in Hospitality and Tourism Management at the International Hellenic University. The aim of the thesis is to discover whether the use of specific self-service technologies (SSTs) within hotels impacts employee’s service value and customer satisfaction. The main goal of this research is to determine the existence of a relationship between the usage of self-service technology within the hotels and actual measured employee job and guest’s satisfaction. Service quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology which has profound effects on the way customers interact with firms to create positive service outcomes as for example customer satisfaction, loyalty, and behavioral intentions. Therefore, the main objective of this study is to examine how the technology-based services impact the customer satisfaction, loyalty, and behavioral intentions in service sector of hotel industry. The data will be collected from employees and customers through an online questionnaire. The results will provide insights for the service sector of the Hotel industry, so that to prove how beneficial it is to invest in the new technology in order to enhance the customer experience, satisfaction, loyalty, and behavioral intentions of the staff. We would like to thank Dr. Eleni Mavragani, for her valuable support and guidance throughout the duration of the dissertation. All of her suggestions and support were of high importance in order to lead to the best outcome. Finally, we would like to thank the guests of the hotel that we are working at and contributed with their participation in our questionnaire research in order to collect the data of our thesis.