FACILITY MANAGEMENT DIGITALIZATION AND SERVICE QUALITY IN OGOJA'S HOTELS: A TECHNOLOGY ACCEPTANCE PERSPECTIVE

This study investigated the relationship between facility management digitalization and service quality in selected hotels within Ogoja, Cross River State, Nigeria, using the theoretical lens of the Technology Acceptance Model (TAM). Specifically, the study examined how the perceived usefulness and perceived ease of use of digitalized reservation systems, automated smart room controls, and digital maintenance scheduling platforms affect the dimensions of hospitality service quality (tangibles, reliability, and responsiveness). A descriptive survey research design was utilized. Structured questionnaires were administered to a sample of 384 respondents, comprising hotel frontline staff, facility managers, and frequent guests across registered hospitality establishments in Ogoja. Data analysis was carried out using descriptive statistics, Pearson product-moment correlation, and multiple linear regression analysis via SPSS version 27. The main findings revealed that the digitalization of facility management systems has a positive and statistically significant effect on hotel service quality. Perceived usefulness of smart property management systems emerged as the strongest predictor of reliability and responsiveness in service delivery. Furthermore, the perceived ease of use of maintenance scheduling applications significantly minimized facility downtime, thereby elevating the tangible quality of the hospitality environment. The study concluded that operational digitalization is a critical strategic imperative for rural and semi-urban hospitality sub-sectors aiming to optimize resource allocation and enhance customer retention. Based on these findings, it is recommended that hotel owners in Ogoja invest in scalable, user-friendly facility management applications, organize continuous digital literacy training for operational staff, and establish hybrid power alternatives to mitigate localized infrastructural challenges that disrupt digital service delivery. Copyright (c) The Authors. | Repository: journal.jcarm.in | Development Status: Active