.png)
Email this article Technologically Influential Hospitality: Recognizing the Drivers of Smart Hotel Visitation
Abstract
Objectives: Following the concept of smart hotels, this study aims to analyze the relationship between technology readiness, amenities, perceived usefulness (PU), perceived ease of use (PEOU), and visiting intentions. In addition, this study seeks to identify specific elements of technology amenities that significantly influence guests' intention to visit. Thus, this study is expected to fill a gap in the literature and propose a more comprehensive conceptual framework for understanding guest behavior in the context of smart hotels.
Methodology: This study used quantitative research methods with the unit of analysis being visitors to five-star hotels in Jakarta. Purposive sampling was used to select participants who met the research criteria, resulting in a total of 290 respondents. Data collection was conducted using an online questionnaire distributed through social media. Data analysis techniques used in this study included Partial Least Squares - Structural Equation Modeling (PLS-SEM) to test the relationship between variables.
Finding: The results indicate that technology amenities significantly affect PEOU, PU, and visiting intention. Meanwhile, technology readiness affects PEOU and PU but does not directly influence visiting intention. PU and PEOU mediate the influence of TR and TA on visiting intention, indicating that perceptions of ease and usefulness are the main mechanisms that bridge the relationship between technological factors and consumer behavior.
Conclusion: This study concludes that technology amenities have a significant effect on PEOU, PU, and visit intention. Meanwhile, technologyl readiness affects PEOU and PU but does not directly affect visit intention. PU and PEOU become mediating variables of the effect of TR and TA on visit intention.
Keywords
Full Text:
PDFReferences
Agustina, D., Najib, M., & Suharjo, B. (2016). Pengaruh personalisasi iklan online terhadap sikap dan minat beli konsumen. MIX: JURNAL ILMIAH MANAJEMEN, 6(3), 155115.
Ajina, A. S., Islam, D. M. Z., Zamil, A. M. A., & Khan, K. (2024). Understanding green IT adoption: TAM and dual-lens of innovation resistance. Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2403646
Akel, G., & Noyan, E. (2024). Exploring the criteria for a green and smart hotel: insights from hotel managers' perspectives. Journal of Hospitality and Tourism Insights, 7(5), 2992-3012. https://doi.org/10.1108/JHTI-08-2023-0555
Alma Çallı, B., Çallı, L., Sarı Çallı, D., & Çallı, F. (2023). The impact of different types of service robots usage in hotels on guests’ intention to stay. Journal of Hospitality and Tourism Technology, 14(1), 53-68. https://doi.org/10.1108/JHTT-09-2021-0266
Anh, N. T., Hoa, L. T., Thao, L. P., Nhi, D. A., Long, N. T., Truc, N. T., & Ngoc Xuan, V. (2024). The Effect of Technology Readiness on Adopting Artificial Intelligence in Accounting and Auditing in Vietnam. Journal of Risk and Financial Management, 17(1). https://doi.org/10.3390/jrfm17010027
Buhalis, D., O’Connor, P., & Leung, R. (2022). Smart hospitality: from smart cities and smart tourism towards agile business ecosystems in networked destinations. International Journal of Contemporary Hospitality Management, 35(1), 369-393. https://doi.org/10.1108/IJCHM-04-2022-0497
Chen, J., & Chang, Y.-W. (2023). How smart technology empowers consumers in smart retail stores? The perspective of technology readiness and situational factors. Electronic Markets, 33(1), 1. https://doi.org/10.1007/s12525-023-00635-6
Chouykaew, T., Kim, L., & Issayeva, G. (2024). How perceived ease of use, trust, and perceived usefulness influence tourists’ decision to book homestay services online. Geojournal of Tourism and Geosites, 56(4), 1609-1616. https://doi.org/10.30892/gtg.56417-1331
Dacko, S. G., & Shora, L. (2024). Exploring Tourists’ Intentions to Use VR for Sustainable Tourism. ICMTT 2024,
Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
Dewi, G. M. M., Joshua, L., Ikhsan, R. B., Yuniarty, Y., Sari, R. K., & Susilo, A. (2021, 19-20 Aug. 2021). Perceived Risk and Trust in Adoption E-Wallet: The Role of Perceived Usefulness and Ease of Use. 2021 International Conference on Information Management and Technology (ICIMTech), Indonesia.
Dianawati, N., Saepudin, P., Misran, M., Sinaga, E. K., Putra, F. K. K., & Susanto, E. (2024). The Impact of Smart Hotel Technology on Guest Satisfaction and Loyalty: A User Competency Perspective. African Journal of Hospitality, Tourism and Leisure, 13(1), 213-220. https://doi.org/10.46222/ajhtl.19770720.500
Du, H., Li, J., So, K. K. F., & King, C. (2024). Artificial intelligence in hospitality services: examining consumers’ receptivity to unmanned smart hotels. Journal of Hospitality and Tourism Insights, 8(11), 55-78. https://doi.org/10.1108/JHTI-06-2024-0548
Erdem, A., & Barakazı, M. (2023). Innovative Technology Applications in Hotel Businesses. In J. Marques & R. P. Marques (Eds.), Digital Transformation of the Hotel Industry: Theories, Practices, and Global Challenges (pp. 17-36). Springer International Publishing. https://doi.org/10.1007/978-3-031-31682-1_2
Galeone, A., & Sebastiani, R. (2021). Transformative Service Research in Hospitality. Tourism Management, 87. https://doi.org/10.1016/j.tourman.2021.104366
Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3 ed.). Thousand Oaks: Sage.
Hamdani, N., Muladi, R., & Maulani, G. (2024). The Analysis of Technology Acceptance Model (TAM) on Culinary MSMEs Marketplace in Garut Regency. MIX: JURNAL ILMIAH MANAJEMEN, 14(1), 18-43. https://doi.org/10.22441/jurnal_mix.2024.v14i1.002
Hamid, R., Ong, M. H. A., Razak, I. R. A., Ismail, T. A. T., Ramli, N., Mohi, Z., & Nawawi, W. N. W. (2020). User acceptance of smart housekeeping: A study of TAM model prototype in hotel industry. International Journal of Supply Chain Management, 9(3), 308-314.
Hassan, S. A. Z., & Eassa, A. M. (2025). SHMIS: An integrated IoT context awareness framework for hotel management to enhance guest experience and operational efficiency. Information Technology & Tourism, 27(3), 579-612. https://doi.org/10.1007/s40558-025-00316-4
Ikhsan, R. B., Fernando, Y., Prabowo, H., Yuniarty, Gui, A., & Kuncoro, E. A. (2025). An empirical study on the use of artificial intelligence in the banking sector of Indonesia by extending the TAM model and the moderating effect of perceived trust. Digital Business, 5(1), 100103. https://doi.org/10.1016/j.digbus.2024.100103
Khan, S., & Khan, S. U. (2024). Tourist motivation to adopt smart hospitality: the impact of smartness and technology readiness. Journal of Hospitality and Tourism Insights, 8(4), 1268-1287. https://doi.org/10.1108/JHTI-04-2024-0335
Khwaldeh, S., Alkhawaldeh, R. S., Masa’deh, R. e., AlHadid, I., & Alrowwad, A. a. (2020). The impact of mobile hotel reservation system on continuous intention to use in Jordan. Tourism and Hospitality Research, 20(3), 358-371. https://doi.org/10.1177/1467358420907176
Kim, J. J., & Han, H. (2022). Hotel Service Innovation with Smart Technologies: Exploring Consumers’ Readiness and Behaviors. Sustainability (Switzerland), 14(10), Article 5746. https://doi.org/10.3390/su14105746
Kim, J. J., Lee, M. J., & Han, H. (2020). Smart hotels and sustainable consumer behavior: Testing the effect of perceived performance, attitude, and technology readiness on word-of-mouth. International Journal of Environmental Research and Public Health, 17(20), 1-17. https://doi.org/10.3390/ijerph17207455
Li, C. J., Li, J., & Zhang, K. S. (2025). Exploring the Potential Avenues for Consumer Acceptance of Artificial Intelligence in the Hotel Industry: A Perspective Based on the Technology Acceptance Model. Mechanisms and Machine Science,
Li, F., Zhu, D., Lin, M.-T., & Kim, P. B. (2024). The Technology Acceptance Model and Hospitality and Tourism Consumers’ Intention to Use Mobile Technologies: Meta-Analysis and Structural Equation Modeling. Cornell Hospitality Quarterly, 65(4), 461-477. https://doi.org/10.1177/19389655241226558
Lin, C., Shih, H., & Sher, P. J. (2007). Integrating technology readiness into technology acceptance: The TRAM model. Psychology & Marketing, 24(7), 641-657. https://doi.org/10.1002/mar.20177
Marikyan, D., Papagiannidis, S., & Stewart, G. (2023). Technology acceptance research: Meta-analysis. Journal of Information Science. https://doi.org/10.1177/01655515231191177
Mauroudis, G., Tsourela, M., & Paschaloudis, D. (2023, 2023//). Application of Importance–Performance Analysis in Determining Critical Smart Hotel Technology Amenities: An Examination of Customer Intentions. Tourism, Travel, and Hospitality in a Smart and Sustainable World, Cham.
Mavitha, K., & Kushe Shekhar, S. (2025). Mapping the landscape of digital transformation and digital technologies in the hotel industry: a comprehensive bibliometric analysis. Digital Transformation and Society, 4(3), 329-347. https://doi.org/10.1108/DTS-09-2024-0178
Mohan, N., Zakkariya, K. A., & Bobby, R. R. (2023). Technology readiness motivators and online behavioural advertising: A perceived benefits-risk assessment using privacy calculus theory. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(6), 12.
Nanu, L. (2025). Redefining the servicescape in hospitality through technology and artificial intelligence: a conceptual framework. International Journal of Contemporary Hospitality Management, 37(9), 3042-3060. https://doi.org/10.1108/IJCHM-02-2025-0216
Papagiannidis, S., & Davlembayeva, D. (2022). Bringing Smart Home Technology to Peer-to-Peer Accommodation: Exploring the Drivers of Intention to Stay in Smart Accommodation. Information Systems Frontiers, 24(4), 1189-1208. https://doi.org/10.1007/s10796-021-10227-4
Pham, H. C., Duong, C. D., & Nguyen, G. K. H. (2024). What drives tourists’ continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective. Journal of Retailing and Consumer Services, 78. https://doi.org/10.1016/j.jretconser.2024.103758
Rahman, M. S., Bag, S., Gupta, S., & Sivarajah, U. (2023). Technology readiness of B2B firms and AI-based customer relationship management capability for enhancing social sustainability performance. Journal of Business Research, 156. https://doi.org/10.1016/j.jbusres.2022.113525
Rubiyanti, N., Abu Sujak, A. F., Madiawati, P. N., Nurutami, F., & Bt Raja Razali, R. R. (2023). Perceived Usefulness: A Bibliometric Visualization. 2023 International Conference on Digital Business and Technology Management, ICONDBTM 2023,
Schretzlmaier, P., Hecker, A., & Ammenwerth, E. (2022). Extension of the Unified Theory of Acceptance and Use of Technology 2 model for predicting mHealth acceptance using diabetes as an example: a cross-sectional validation study. BMJ Health & Care Informatics, 29(1), e100640. https://doi.org/10.1136/bmjhci-2022-100640
Sha, M., & Marafa, L. M. (2025). Middle-Aged and Elderly Tourists’ Acceptance of Smart Hotel Technology in China: A Comparison with Younger Tourists. Journal of China Tourism Research. https://doi.org/10.1080/19388160.2025.2532683
Sharma, P. N., Liengaard, B. D., Hair, J. F., Sarstedt, M., & Ringle, C. M. (2023). Predictive model assessment and selection in composite-based modeling using PLS-SEM: Extensions and guidelines for using CVPAT. European Journal of Marketing, 57(6), 1662-1677. https://doi.org/10.1108/EJM-08-2020-0636
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J.-H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: Guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322-2347. https://doi.org/10.1108/EJM-02-2019-0189
Solihin, D., & Ahyani, A. (2024). Determining the Factors that Influence Online Purchase Intentions at Shopee Indonesia with Trust as Mediation. MIX: JURNAL ILMIAH MANAJEMEN, 14(3), 568-593. https://doi.org/10.22441/jurnal_mix.2024.v14i3.001
Soliman, M., Buaniew, A., Hassama, A., Assalihee, M., & Adel, R. (2025). Investigating the role of smart hotel technologies in enhancing guest experiences and sustainable tourism in Thailand. Discover Sustainability, 6(1), Article 1091. https://doi.org/10.1007/s43621-025-01954-8
Tahar, A., Riyadh, H. A., Sofyani, H., & Purnomo, W. E. (2020). Perceived ease of use, perceived usefulness, perceived security and intention to use e-filing: The role of technology readiness. The Journal of Asian Finance, Economics and Business, 7(9), 537-547. https://doi.org/10.13106/jafeb.2020
Talukder, M. B. (2025). Revolutionizing Hospitality: Leveraging Mobile Apps and Cutting-Edge Room Technologies in the Hotel Industry. In B. Varghese & S. H (Eds.), Advancing Smart Tourism Through Analytics (pp. 315-332). IGI Global Scientific Publishing. https://doi.org/10.4018/979-8-3693-3715-8.ch017
Talukder, M. B., Rahman, M. Z., & Khan, M. R. (2024). Enhancing Guest Experience Through Smart Hotel Technologies. In Adapting to Evolving Consumer Experiences in Hospitality and Tourism (pp. 301-324). https://doi.org/10.4018/979-8-3693-7021-6.ch011
Tavitiyaman, P., Zhang, X., & Tsang, W. Y. (2022). How Tourists Perceive the Usefulness of Technology Adoption in Hotels: Interaction Effect of Past Experience and Education Level. Journal of China Tourism Research, 18(1), 64-87. https://doi.org/10.1080/19388160.2020.1801546
Tavitiyaman, P., Zhang, X., Xu, J., & Tsui, B. (2024). Impact of Smart Tourism Technology Attributes on Perceived Usefulness, Service Experience Evaluation, and Business Performance: A Perspective of Hotel Employees. Journal of Quality Assurance in Hospitality & Tourism, 1-26. https://doi.org/10.1080/1528008X.2024.2313194
Thamaraiselvan, N., Arul, S. T., & Kasilingam, D. (2019). Understanding the intention to use self service technologies in the airline industry. International Journal of Services, Economics and Management, 10(2), 89-109. https://doi.org/10.1504/IJSEM.2019.100918
Tymoshchenko, D. (2024, August 16, 2024). Top Impactful Smart Hotel Solutions to Employ for Modern Hoteliers. Acropolium. https://acropolium.com/blog/top-impactful-smart-hotel-solutions-to-employ-for-modern-hoteliers/
Uren, V., & Edwards, J. S. (2023). Technology readiness and the organizational journey towards AI adoption: An empirical study. International Journal of Information Management, 68. https://doi.org/10.1016/j.ijinfomgt.2022.102588
Van Huy, L., Nguyen, P. T. H., Pham, L., & Berry, R. (2019). Technology readiness and satisfaction in Vietnam's luxury hotels. International Journal of Management and Decision Making, 18(2), 183-208. https://doi.org/10.1504/IJMDM.2019.098648
Verma, V., & Thakur, S. (2022). The rise of the era of technology amenities and their adoption in the hotel industry. World Review of Science, Technology and Sustainable Development, 18(3-4), 379-397. https://doi.org/10.1504/WRSTSD.2022.123782
Vicente, P. (2023). Sampling Twitter users for social science research: evidence from a systematic review of the literature. Quality & Quantity, 57(6), 5449-5489. https://doi.org/10.1007/s11135-023-01615-w
Wardhani, A. K., & Chen, D. K. J. (2021). The effect of youtube media of online review, visualization and trust on intention to buy smartphone. MIX: JURNAL ILMIAH MANAJEMEN, 11(01), 349335.
Xiong, Z., Luo, L., & Lu, X. (2023). Understanding the effect of smart tourism technologies on behavioral intention with the stimulus-organism-response model: a study in Guilin, China. Asia Pacific Journal of Tourism Research, 28(5), 449-466. https://doi.org/10.1080/10941665.2023.2246598
Yang, H., Song, H., Cheung, C., & Guan, J. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International Journal of Hospitality Management, 97. https://doi.org/https://doi.org/10.1016/j.ijhm.2021.103000
Yang, H., Song, H., Cheung, C., & Guan, J. (2023). Are Prior Smart Hotel Visiting Experience and Personal Innovativeness Critical to Future Visit Intention? Journal of China Tourism Research, 19(2), 266-289. https://doi.org/10.1080/19388160.2022.2064381
Zhang, X., Tavitiyaman, P., & Tsang, W. Y. (2023). Preferences of Technology Amenities, Satisfaction and Behavioral Intention: The Perspective of Hotel Guests in Hong Kong. Journal of Quality Assurance in Hospitality and Tourism, 24(5), 545-575. https://doi.org/10.1080/1528008X.2022.2070817
Zhang, Y., Sotiriadis, M., & Shen, S. (2022). Investigating the Impact of Smart Tourism Technologies on Tourists’ Experiences. Sustainability (Switzerland), 14(5). https://doi.org/10.3390/su14053048
DOI: http://dx.doi.org/10.22441/jurnal_mix.2025.v15i3.015
Refbacks
- There are currently no refbacks.