Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies

Ram Narayan, Anita Gehlot, Rajesh Singh, Shaik Vaseem Akram, Neeraj Priyadarshi () and Bhekisipho Twala ()
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Ram Narayan: Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
Anita Gehlot: Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
Rajesh Singh: Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
Shaik Vaseem Akram: Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
Neeraj Priyadarshi: Department of Electrical Engineering, JIS College of Engineering, Kolkata 741235, India
Bhekisipho Twala: Digital Transformation Portfolio, Tshwane University of Technology, Staatsartillerie Rd., Pretoria West, Pretoria 0183, South Africa

Sustainability, 2022, vol. 14, issue 19, 1-18

Abstract: Digitalization enables the realization of the resilient infrastructure in every application for achieving sustainability. In the context of the hospitality business, resilient infrastructure based on digital technologies is critical for gaining the best customer feedback on providing quality service. Digital technology has already proved to enhance hospitality services with intelligent decisions through real-time data. In the previous studies, the significance of digital technologies in the hotel sector has been extended in numerous theoretical and empirical studies, yet there is a lack of research that provides a discussion on feedback systems in hospitality with digital technologies applications. With the motivation from the above aspects, this study intends to present the importance and application of the Internet of Things (IoT), artificial intelligence (AI), cloud computing, and big data implementation in customer quality and satisfaction. Moreover, we have discussed each technology´s significance and application for realizing digital-based customer quality and satisfaction. It has been identified that the AI-based system collects the input data from different common websites and compares it with a different algorithm using a neural network. According to the findings of this study, AI and personnel quality of service have an impact on customer pleasure and loyalty. The study also concludes with the following recommendations, such as the design and development of dedicated hardware to gain the actual feedback from the customer on a large scale for improving the accuracy in the future.

Keywords: feedback; cloud computing; IoT; artificial intelligence; big data; blockchain; hospitality (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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