The Role of Technology Readiness in Mediating the Relationship between Check-in Systems and Guest Satisfaction.
| dc.contributor.advisor | Andinet Worku | |
| dc.contributor.author | Senait Getaneh | |
| dc.date.accessioned | 2026-11-06T05:00:40Z | |
| dc.date.available | 2026-11-06T05:00:40Z | |
| dc.date.issued | 2026-11-30 | |
| dc.description.abstract | There have been many technological changes within the hospitality industry due to the fast growth of digital technologies in hotels' operations, including the crucial moment of customers check-in process. In this study, the influence of technology readiness (TR) as a mediator on the relationship between the method of hotel check-in and overall guests' satisfaction is investigated for the case of international five-star hotels in Addis Ababa, Ethiopia. In this study, quantitative research design used , where primary data were collected from 186 individuals who were hotel guests using descriptive statistics, correlation analysis, and multiple regression analysis employing SPSS software and PROCESS macro for data analysis. The results indicate that check-in type does not directly affect guest satisfaction (H1 not supported), explaining that digitalization alone does not guarantee increased customer satisfaction. Check-in type impact on technology readiness (H2) is also supported at a marginal level. In turn, technology readiness has a strong influence on guest satisfaction (H3 ) supported. In addition, technology readiness acts as a mediator between check-in type and guest satisfaction (H4 supported) . It is suggested that the level of satisfaction among guests in luxury hotels depends not only on the type of check-in system but also on technological readiness. This shows customers with higher technology readiness are more likely to adopt digital and self-service check-in options and in reverse customers with low technology readiness are more likely to use the traditional face to face check in method. Thus, it is recommended that hotels implement hybrid service strategies combining digital check in services and focus on enhancing technological readiness among customers by creating user friendly system or application | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/9383 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | Technology Readiness | |
| dc.subject | Digital Check-In | |
| dc.subject | Face-to-Face Check-In | |
| dc.subject | Guest Satisfaction | |
| dc.subject | Five-Star Hotels | |
| dc.subject | Hospitality Technology | |
| dc.subject | Addis Ababa | |
| dc.subject | Ethiopia. | |
| dc.title | The Role of Technology Readiness in Mediating the Relationship between Check-in Systems and Guest Satisfaction. | |
| dc.type | Thesis |