Year: 2026
Type: article
Study design: Observational Study
Abstract: This study examines how kiosk technology adoption influences guest satisfaction in Penang's hospitality industry, focusing on the usability, reliability, and perceived usefulness of self-check-in kiosks. Using a quantitative survey of 202 hotel guests, the study finds that clarity of kiosk instructions, consistency of the check-in process, and simplicity of registration significantly predict guest satisfaction, with technology adoption explaining approximately 51.7% of the variance in outcomes. These findings confirm that well-implemented kiosk technology strengthens guest trust, loyalty, and positive word-of-mouth, positioning hotels for stronger competitive advantage. The study concludes that continued investment in self-service check-in, smart room controls, and reliable connectivity is essential for meeting evolving guest expectations. It recommends that hotels prioritize kiosk usability, maintain consistent system performance, communicate data security measures clearly, and integrate kiosk technology with broader digital touchpoints across the guest journey. Future research should extend data collection across multiple hotels to strengthen generalizability of these findings.
Institutions: Universiti Teknologi MARA System, Universiti Teknologi MARA
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7225467343