Title: Technology readiness and satisfaction in Vietnam's luxury hotels

Authors: Le Van Huy; Pham Thi Hoan Nguyen; Long Pham; Ronald Berry

Addresses: University of Economics, University of Da Nang, 71 Ngu Hanh Son, Da Nang, Vietnam ' Department of Tourism, University of Khanh Hoa, 01 Nguyen Chanh, Loc Tho, Nha Trang, Vietnam ' School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, 700 University Ave, Monroe, LA 71209, USA; Department of Economics and Management, Thuyloi University, Hanoi, Vietnam ' College of Business and Social Sciences, University of Louisiana at Monroe, 700 University Ave, Monroe, LA 71209, USA

Abstract: The objective of this study was to examine the relationships among customer's technology readiness, technology acceptance, and satisfaction with technologies commonly available in luxury hotels. The data for this study was collected from 828 international tourists who stayed in luxury hotels in Vietnam. The results showed that optimism and innovativeness positively influenced perceived ease of use, while four dimensions of technology readiness positively influenced perceived usefulness. In addition, optimism, discomfort, and insecurity had impacts on customer satisfaction with technologies. Moreover, perceived ease of use had impacts on perceived usefulness and on customer satisfaction with technologies. Finally, theoretical contributions, managerial implications, and future research directions are discussed.

Keywords: technology acceptance; technology readiness; satisfaction; luxury hotels; Vietnam.

DOI: 10.1504/IJMDM.2019.098648

International Journal of Management and Decision Making, 2019 Vol.18 No.2, pp.183 - 208

Received: 27 Jan 2018
Accepted: 28 Apr 2018
Published online: 29 Mar 2019 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article