Customers’ acceptance towards self-service technologies and the impact on usage intention using the example of receptionless hotels

The Covid-19 pandemic was a major driver for digitalization in the services industry as customers desired to reduce human contact. Thereby, the pandemic led to a change in demand, which enhanced the need for self-service-technologies (SSTs). To fill a research gap this study focuses on testing customers’ acceptance towards SSTs in receptionless hotels and its influence on their booking intention. Data was collected with quota sampling through an online self-completion questionnaire and analysed with bivariate and multivariate regression analyses. Sample selection was limited to travellers from the European Schengen Area and aged 18 to 64 years (n= 200). The findings show that the usage intention of SSTs has a significant impact on the booking intention of a receptionless hotel. SSTs (self-check-in, self-check-out, digital room key and guest information provided via a mobile application) in the receptionless hotel are accepted, when the customers perceive the SSTs as useful. In addition, perceived usefulness is partly driven by technology readiness and perception of ease of use.