A study on acceptance and implementation of contactless technology in hotels of Amritsar Punjab

ABSTRACT

'Technology is an integral part of modern life. It can be utilized to extend the personal human touch'. Technology has always come to the rescue whenever hard times have pressed upon mankind. Presently, when the COVID-19 pandemic has crippled many flourishing businesses in the hospitality industry, it is for people who are directly or indirectly related to guest services to include and implement technology in hotels that is able to bring back confidence among potential guests to use various services. Contactless technology is one such facility that is very much needed to increase occupancy in hotels, provided that guests and staff both accept the new technology and start using it without any attitudinal issues. The requirement for less face-to- face contact and systematic social distancing is making contactless technology more acceptable in hotels today. By giving a personalized experience to the guest through contactless service, hoteliers can achieve guest satisfaction along with optimum operational results for employees. This study aims to use the technology acceptance model in studying the perceived ease of use and perceived usefulness of contactless technology among staff in the hotels of Amritsar. The research work will study the acceptance of contactless technology in relation to the behaviour and attitude of staff concerning the technology and will refer to various issues in operationalizing the technology in hotels. The results of this research work will help hoteliers put contactless technology into use in their hotels after considering the behavioural and attitudinal issues of their staff.