Abstract:

This research aims to identify the level of perception of middle and high-level managers about the impact of digital technologies used by luxury hotel companies on customer satisfaction, the potential advantages and potential obstacles that these applications will provide hotel companies. Although there are examples of the use of digital technologies in the hotels of some major tourist destinations in the world, it is known that digital technologies are used at the entry level in a limited number of hotels in our country. Therefore, the disclosure of the benefits of these limited-level preferred technological applications from the point of view of the accommodation sector is important from the point of view of the accommodation sector. The study prepared in this framework was carried out according to both the process of data collection and the quality research methods in terms of data analysis. In the research methods of quality research, case analysis technique was used. In this context, 15 face-to-face semi-configured interviews were held in hotels with the standards of Lead Quality Assurance (LQA) in Turkey, working in the middle and top management positions. In the assessment of the data collected in the framework of the research, the content analysis method was used.

The study found that digital reservation and payment systems, customer satisfaction systems, interdepartmental coordination systems, virtual reality systems, security and comfort systems and failure detection systems are the leading digital applications in the industry, while the participants have defined digitalization as speed, ease, coordination and quality in the tourism industry and sub-sector. It has also been determined that the digital transformation and the diversity of services are increasing, that the services are starting to be delivered faster and more quality, and that the digital transformation increases the coordination between units, and that the situation brings with it the customer loyalty.

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