Customer Satisfaction and the Use of Beacon Technology in the Hotel Industry

Tomislav Car – University of Rijeka, Faculty of Tourism and Hospitality Management, Primorska 46, P.O. Box 97, 51410, Opatija, Croatia

Anton Kliman – Student of the graduate programme Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, Primorska 46, P.O. Box 97, 51410, Opatija, Croatia

Abstract: The hotel industry is undergoing profound change, driven by dig­italisation and technology. Mobile apps and beacon app technologies have proven to be powerful tools to enhance the guest experience, streamline op­erations and drive guest loyalty. These technologies allow guests to man­age reservations, access information and easily search for services via their smartphones. Beacon technology, which uses Bluetooth Low Energy (BLE), allows hotels to provide targeted notifications and personalised content based on guests’ location and proximity. The topic of this article is the inves­tigation of personalised content through beacons and BLE mobile technolo­gy on user satisfaction and the impact on the hotel company’s revenue. The article aims to investigate the impact of personalised content on user satis­faction, their attitude towards the introduction of new technologies and the sensitivity of data sharing. To this end, an empirical study was conducted us­ing the survey method. The study found that a personalised service that uses as little private data as possible has a positive impact on user satisfaction. It was also found that a personalised service helps with product selection and encourages the customer to make a purchase.

8th International Scientific Conference – EMAN 2024 – Economics and Management: How to Cope With Disrupted Times, Rome, Italy, March 21, 2024, SELECTED PAPERS, published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia; ISBN 978-86-80194-84-4, ISSN 2683-4510, DOI: https://doi.org/10.31410/EMAN.S.P.2024

Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission. 

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