Evaluating the Adoption of Technology-Driven Customer Experience Management in Hotels in Lagos, South West Nigeria

This study evaluates the adoption of technology-driven customer experience management tools in hotels in Lagos, South West Nigeria, and assesses their effect on guest satisfaction outcomes. The integration of artificial intelligence, mobile applications, smart room technologies, and guest experience management platforms represents a transformational frontier in hotel management, yet the pace and pattern of adoption in the Lagos hotel market is not well documented. A mixed-method research design is employed with questionnaires administered to 240 hotel guests and structured interviews conducted with technology decision-makers in 15 hotels across different categories. Technology adoption dimensions assessed include mobile check-in and checkout systems, AI-powered guest communication chatbots, personalised recommendation engines, and smart in-room control systems. Findings reveal that technology adoption is significantly stratified by hotel category, with international brand-affiliated hotels demonstrating comprehensive adoption and independent hotels relying predominantly on basic property management systems. Guest satisfaction with technology features is found to be positively significant, with mobile check-in and personalised room preferences receiving the highest satisfaction scores. Resistance among older guest segments and reliability concerns during peak network traffic periods are identified as adoption challenges. The study recommends a tiered technology adoption roadmap appropriate for different hotel categories, investment in reliable broadband infrastructure as a prerequisite for meaningful adoption, and guest digital literacy consideration in technology design decisions. Keywords: hotel technology, customer experience management, digital hospitality, Lagos, guest satisfaction