Effects of Technological Integration on Performance of Hotel Industry in Kenya
Keywords:
Technological Integration, Hotel Performance, Digital Transformation, Hospitality IndustryAbstract
Abstract: Kenya's hotel industry faces significant challenges including intense competition, rising operational costs, inconsistent service quality, and evolving guest expectations for digital services. Many hotels have been slow to adopt comprehensive technological solutions, creating a gap between potential benefits of technology integration and actual performance improvements realized. This study investigated the effect of technological integration on the performance of Kenya's hotel industry. The research was grounded in the Technology Acceptance Model, which explains technology adoption through perceived usefulness and ease of use factors. A descriptive research design was employed targeting eight Accor hotels in Kenya. The study population comprised 168 individuals including frontline staff, customer care representatives, and managers. Using stratified random sampling and Yamane's formula, a sample size of 118 participants was selected. Data collection utilized structured questionnaires, achieving an excellent response rate of 81.4% with 96 completed responses. Quantitative data analysis was conducted using SPSS version 27.0, employing descriptive statistics and regression analysis. The regression analysis revealed compelling findings demonstrating a strong positive relationship between technological integration and hotel performance (R = 0.806). Technology integration explained 72.5% of performance variance (R² = 0.725), with the regression coefficient (β = 0.735) indicating substantial performance enhancement per unit technology improvement. Statistical significance was confirmed through ANOVA results (F = 112.891, p < 0.001) and coefficient testing (t = 10.626, p < 0.001). The study therefore concluded that technological integration serves as a primary driver of hotel success in Kenya's hospitality sector. The study hence recommended that hotels should prioritize comprehensive technology investment, focus on guest service technologies, invest in human capital development, foster industry collaboration, and implement robust performance monitoring systems to achieve sustained competitive advantage.
Citation: Mukiri, J. F., Dr. Jane Munga, PhD, & Dr. Wilson Muema, PhD. (2025). Effects of Technological Integration on Performance of Hotel Industry in Kenya. Academic Journal of Humanities and Social Sciences Research, 2(1), 1–14. https://doi.org/10.5281/zenodo.17034442
References
Abuga, J. M., & Nyaoro, M. K. (2020). Barriers to technology adoption in the Kenyan hospitality industry: A mixed-methods investigation. African Journal of Hospitality and Tourism Management, 8(2), 45-62.
Africa Business Communities. (2023). Kenya BrighterMonday insights reveal critical AI and digital skills gap in current talent market. https://africabusinesscommunities.com/tech-24/kenyabrightermonday-insights-reveals-critical-ai-and-digital-skills-gap-in-current-talent-market/
Aroko, V., Muturi, W., & Mbugua, D. (2025). TECHNOLOGICAL ORIENTATION AND ORGANIZATIONAL PERFORMANCE OF STAR RATED HOTELS IN
KENYA. Academic Journal of Social Sciences and Education, 13(1), 82-99.
Buhalis, D., & Leung, R. (2018). Smart hospitality: Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41-50.
Chen, S., & Nath, R. (2019). Technology adoption and performance in the hospitality industry: A systematic review. Journal of Hospitality and Tourism Technology, 10(4), 589-610.
Cytonn Investments. (2023). Kenya Q3 2023 GDP & sector performance report. https://www.cytonn.com/uploads/downloads/kenya-q32023-gdp-note-v4.pdf
Hospitality Association of Kenya. (2022). Annual Industry Report: Technology trends and adoption patterns. HAK Publications.
Hotel Technology News. (2025). Research: 30–40% of incremental hotel revenue growth now comes from non-room sources. https://hoteltechnologynews.com/2025/08/research-30-to-
40-of-incremental-hotel-revenue-growth-now-comes-from-non-room-sources/
Johnson, M., & Williams, P. (2021). Customer satisfaction and technology integration in European hotels: A longitudinal analysis. International Journal of Contemporary Hospitality Management, 33(7), 2345-2368.
Kemunto, D., Mwangi, P., & Kipkosgei, B. (2025). ICT Marketing and its Influence on the Growth of Serviced Accommodation Facilities in Kwale County, Kenya. Journal of Hospitality and Tourism Management, 8(1), 44-56.
Kenya Association of Hotelkeepers and Caterers. (2020). Strategic plan 2020-2025: Embracing digital transformation. KAHC Press.
KICTANet. (2022). Digital divide in Kenya: ICT access and usage data reveals disparities.
https://www.kictanet.or.ke/digital-divide-in-kenya-ict-access-and-usage-data-revealsdisparities/
Kim, J., Lee, S., & Park, H. (2020). Impact of property management systems on operational efficiency in Korean hotels. Asia Pacific Journal of Tourism Research, 25(8), 856-871.
Kipkoech, R., & Mutai, B. (2021). Digital booking platforms and revenue optimization in Kenyan coastal hotels. Tourism and Hospitality Research, 21(3), 289-305.
Kungu, D. K. (2014). Information Technology and Operational Perfromance of Firms in the Kenyan Hospitality Industry (Doctoral dissertation, University of Nairobi).
Lee, C., & Park, J. (2020). Technology adoption strategies in emerging market hotels: Lessons from Asia-Pacific. Journal of Travel Research, 59(4), 678-695.
Martinez, A., & Rodriguez, C. (2020). Financial impact of technology integration in Spanish hotels: A five-year analysis. Cornell Hospitality Quarterly, 61(2), 156-172.
Melián-González, S., Bulchand-Gidumal, J., & González López-Valcárcel, B. (2021). New technologies in hotel industry: A literature review. International Journal of Hospitality Management, 97, 102986.
Moenga, A., & Rotich, D. (2023). Influence of technology and ICT policies on hotel guest satisfaction in Nairobi City County. Journal of Hospitality and Tourism Management, 6(2), 42–59.
Moenga, A., & Rotich, D. (2023). Influence Of Technology And ICT Policies On Hotel Guest Satisfaction In The Hotel Industry: A Case Of 4 And 5 Star Rated Hotels In Nairobi City County. Journal Of Hospitality And Tourism Management, 6(2), 42-59.
Mwangi, P., & Kariuki, A. (2021). Technology adoption and operational performance in Tanzanian hotels: A comparative study. African Journal of Business Management, 15(4), 123-138.
Ndungu, S., Kiprotich, S., & Waweru, M. (2020). Employee satisfaction and technology integration in Nairobi hotels. International Journal of Hospitality Management, 89, 102541.
Ngari, J. M., & Mwangi, Z. M. (2023). Technology orientation and sustained competitive advantage in star rated hotels in Kenya. The University Journal, 131-142.
Ochieng, B., Muthoni, J., & Kamau, R. (2020). Guest satisfaction and technology in Kenyan safari lodges: Balancing innovation with authenticity. Journal of Ecotourism, 19(2), 134-149.
Prentice, C., Dominique-Ferreira, S., & Wang, X. (2019). The influence of identity-driven customer engagement on hotel performance. International Journal of Hospitality Management, 89, 102534.
Strathmore University CIPIT. (2022). Existing inequalities perpetuated by government digital services in Kenya. https://cipit.strathmore.edu/existing-inequalities-perpetuated-bygovernment-digital-services-in-kenya/
Tourism Research Institute. (2021). COVID-19 impact and recovery strategies for Kenya's hospitality sector. TRI Publications.
Travel and Tour World. (2023). Egypt, Kenya and Tanzania drive Africa’s hospitality growth set to expand by 7.1% this year. https://www.travelandtourworld.com/news/article/egypt-kenyaand-tanzania-drive-africas-hospitality-growth-set-to-expand-by-7-1-this-year/
Wanjiku, M., Njoroge, P., & Odongo, S. (2021). Technology implementation failures in East African hotels: Causes and solutions. Journal of Hospitality and Tourism Management, 48, 267-278.
Zhang, L., Wang, Y., & Liu, M. (2019). Mobile technology and guest satisfaction in Chinese hotels: An empirical investigation. International Journal of Mobile Communications, 17(4), 412431.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Judy Francis Mukiri , Dr. Jane Munga, PhD, Dr. Wilson Muema, PhD
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license permits unrestricted use, distribution, and reproduction in any medium, provided the original author(s) and source are properly credited.
