The Impact of Online Technology on Customer Satisfaction in the Hospitality Industry - Literature review Example

Online communication presents a crucial platform in planning, booking as well as connecting with travel agencies. Owing to the vast amount of information potentially available to consumers, the internet platform provides an efficient link for the exchange of information between consumers and suppliers within the hospitality industry. According to Mills and Law (2004), online services have changed tourist services users’ behavior within the hospitality industry. According to statistics from Hospitality eBusiness Strategies, Inc (2009) done on Google search engine, there are immense activities going on with an average of one client surfing over twenty travel websites including confirming with friends and relatives through Facebook before making any reservations.

The literature review gives information on the extent to which online technology has influenced service quality within the hospitality industry. According to some studies, the adoption of online technology results in beneficial consequences especially in timely interaction between customers and suppliers. Consequently, travelers currently have direct access to vast sources of information, including hospitality organizations and other private corporations. Online technology has experienced great improvements where all search engines applicable to the internet have a means of tracking their users.

This makes it easier for hospitality organizations to serve return customers. For instance, Google provides means of tracking users on its pages and other pages. Facebook tracks users as well as to non-users the same to Apple that tracks users through iPhones and iPads. The world has been computerized where everything involves the use of computers, which ultimately produces data as a natural by-product (Schneier, 2013). Consequently, online technology has made it easier for travelers to search for information while on transit, buying travel tickets online, booking for accommodation and other facilities online, therefore, avoiding inconveniencies brought by a conventional method.