The Influence of Mobile Check-In Service on Guest Satisfaction and Revisit Intention in 5-Star Luxury Hotel

Mobile technology has been implemented in many hotel businesses to improve the guest experience. Numerous research studies have examined the advantages of its utilization in the case of reservations and concierge chatbots, but only a few have investigated mobile check-in. Therefore, this research is dedicated to the implementation of mobile check-in technology in the landscape of 5-star luxury hotels. There are many advantages of using mobile technology in the context of time efficiency and contactless service. However, there is a contradiction between the luxury principle and mobile check-in in terms of interaction. Accordingly, this research investigated a framework model that investigated the impact of mobile check-in on guest satisfaction and revisit intention. The Technology Acceptance Model (TAM) was integrated into this research, with perceived usefulness and perceived ease of use as determinant factors. This research used a quantitative method to measure the data gathered through a questionnaire survey. Furthermore, a convenience sampling method was adopted to select participants. The questionnaire was spread to guests of 5-star luxury hotels. There were 183 participants in this questionnaire. The data gathered was assessed with SmartPLS. The outcome of this research found that there is a positive and significant correlation between perceived ease of use and perceived usefulness, perceived usefulness and guest satisfaction, perceived ease of use and guest satisfaction, also guest satisfaction and revisit intention. The study aims to offer valuable perspectives to stakeholders in the luxury hospitality industry to evaluate mobile check-in service at their establishments to craft excellent and seamless guest experiences.