Be Smart, but Not Humanless? Prioritizing the Improvement of Service Attributes in Smart Hotels Based on an Online Reviews-Driven Method

Zeyu Chen, Stephanie Hui-Wen Chuah () and Kandappan Balasubramanian
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Zeyu Chen: School of Hospitality, Tourism, and Events, Taylor’s University, Subang Jaya 47500, Selangor, Malaysia
Stephanie Hui-Wen Chuah: Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
Kandappan Balasubramanian: School of Hospitality, Tourism, and Events, Taylor’s University, Subang Jaya 47500, Selangor, Malaysia

Sustainability, 2025, vol. 17, issue 9, 1-22

Abstract: Although integrating smart technologies into service encounters can provide hoteliers with a competitive advantage, managing customer satisfaction in smart hotels remains challenging due to limited knowledge of how to prioritize improvements across smart service and traditional service. Therefore, the study aims to evaluate customer satisfaction with both smart and non-smart technology attributes in smart hotels, identify attributes with high improvement priorities, and uncover factors contributing to customer dissatisfaction. This study proposes a prioritization method for service improvement in smart hotels by analyzing online reviews from 42 smart hotels. The findings reveal that customers’ technological needs are well met in smart hotels, but smart hotels need to promptly address three key issues: long check-in wait times, staff attitude and competence, and breakfast quality. To maximize customer satisfaction, managers should adopt a hybrid service model that strikes the right balance between technology and human interaction.

Keywords: smart hotels; customer satisfaction; service attributes; online reviews; text analysis; opportunity algorithm (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2025
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