Smart Hospitality: Leveraging Smartphone Apps for Service Innovation in Hotels

The hospitality industry has been revolutionized by smartphone applications, transforming guest interactions and streamlining hotel operations. This study focuses on smartphone app adoption in Malaysian hotels, particularly on service innovation and customer engagement. Through a comprehensive process involving literature review, interviews with industry stakeholders, and surveys of 286 respondents, the research identifies key factors influencing adoption intentions: customer involvement, degree of co-creation, innovativeness, and perceived benefits. The results highlight a strong preference for mobile technology, with apps like Agoda.com being used frequently. Statistical analysis further confirms that these factors positively impact adoption intentions, suggesting that higher customer engagement, personalized services through co-creation, and perceived benefits enhance app adoption. Innovativeness also significantly influences guests‘ preferences. The study concludes with practical recommendations for hotel managers, policymakers, and technology developers, providing a clear roadmap to leverage smartphone apps for improved service delivery and competitive advantage. This research contributes significantly to the advancement of ‘smart hospitality’ in Malaysia, aligning with Sustainable Development Goal (SDG) 9: Industry, Innovation, and Infrastructure, offering insights into the strategic use of mobile technology to meet modern travellers' expectations and enhance operational efficiency.