Tech-Enabled Hospitality: How ICT Tools Transform Hotel Performance in Meru County, Kenya

Abstract

The study examined the impact of Information and Communication Technology (ICT) tools on the performance of hotels in Meru County, Kenya. While ICT has transformed the global hospitality industry, rural and semi-urban hotels often lag in adoption due to infrastructural, financial, and skills-related constraints. This study employed a mixed-methods approach, integrating both quantitative and qualitative techniques to capture a comprehensive understanding of the influence of ICT on hotel performance in Meru County. The quantitative aspect was addressed through structured questionnaires administered to 274 respondents drawn from hotel managers, hotel employees, and hotel customers. These questionnaires consisted mainly of closed-ended items, including Likert-scale and multiple-choice questions, which provided numerical data suitable for statistical analysis. This enabled the study to identify measurable patterns and relationships regarding ICT use and hotel performance. The qualitative aspect was incorporated through open-ended questions within the questionnaires, which allowed respondents to express their opinions, perceptions, and experiences in their own words. These qualitative responses complemented the statistical data by adding depth, context, and explanations to the trends observed. By combining structured quantitative data with qualitative insights, the study achieved methodological triangulation, thereby enhancing the validity and richness of the findings. The study focused on the use of key ICT tools such as Property Management Systems (PMS), Customer Relationship Management (CRM) software, online booking platforms, and point-of-sale (POS) systems, and their effects on operational efficiency, customer satisfaction, and cost management. Findings revealed that 82.1% of respondents agreed that ICT tools improved guest satisfaction, while 78.8% reported enhanced operational efficiency. Cost-cutting and revenue generation benefits were acknowledged by 63.1% of respondents, with only 59.4% affirming improved decision-making through ICT-generated data. The results suggest that while ICT adoption in Meru hotels significantly enhances back-office efficiency and some aspects of customer experience, the potential for data-driven strategic decision-making remains underutilised. The study concludes that ICT tools are essential enablers of hotel performance, but their benefits are maximised when integrated with staff training, personalised guest engagement, and effective data analytics. It recommends targeted capacity building initiatives, increased investment in digital infrastructure, and the development of localised ICT strategies to bridge the technology performance gap in resource-constrained hospitality environments.