Importance-Performance Analysis of In-Room Technology Amenities in Hotels

Given that technology amenities are integral to a hotel stay, the purpose of this study is to evaluate the importance and performance of key in-room technology amenities, new and old. A random sample of 3,000 American travelers was chosen from a national database for this study. There were 534 complete responses with a response rate of 17.8%. The importance-performance analysis by gender showed that top three important technologies for male travelers are express check-in/ check-out, high speed Internet access, and easily accessible electrical outlets while for female travelers the most important technologies are easily accessible electrical outlets, guest control panel, and high speed Internet access.