The Effect of Digital Technology Utilization on Hotel Service Operations and Customer Perception

Authors

  • Iza Guspian Universitas Bangka Belitung, Indonesia
  • Mursyid Hasan Basri Universitas Bangka Belitung, Indonesia
  • Arman Universitas Bangka Belitung, Indonesia
  • Daniel Cristophy Dugari Universitas Bangka Belitung, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v9i4.18637

Abstract

This study analyzes the effect of digital technology utilization on hotel service operations and customer perception in a regional hotel in Central Bangka Regency, Indonesia. The research examines how ease of use, technology-based service quality, and feature availability influence system efficiency, and how system efficiency subsequently affects customer perception. Security and privacy are also included to evaluate their direct and moderating roles. Using survey data from 134 hotel guests, the model was tested with Partial Least Squares Structural Equation Modeling. The findings show that all three technological factors significantly enhance system efficiency, which in turn strongly improves customer perception. Security and privacy also have a significant direct effect, although their moderating influence was not supported. Overall, the study highlights the importance of efficient and user-friendly digital systems in shaping customer evaluations and provides practical insights for strengthening digital service implementation in regional hotels.

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Published

2025-12-23

How to Cite

Guspian, I., Basri, M. H., Arman, & Dugari, D. C. (2025). The Effect of Digital Technology Utilization on Hotel Service Operations and Customer Perception. International Journal of Economics, Business and Accounting Research (IJEBAR), 9(4). https://doi.org/10.29040/ijebar.v9i4.18637

Issue

Vol. 9 No. 4 (2025): IJEBAR, VOL. 09 ISSUE 04, DECEMBER 2025

Section

Articles

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