How does IT enhance hotel operations and management during COVID-19 based on the DeLone and McLean IS success model

Information technology (IT) has significantly enhanced hotel operations and management, especially during the COVID-19 pandemic, which accelerated digitalisation and the adoption of contactless services. New technologies mitigate the pandemic's effects, maximising innovative processes, increasing brand awareness, and reducing risks. This transformation encourages technological advancement in the hotel industry, yielding positive impacts. This paper analyses the contributions of IT to enhancing hotel operations and management in China during the COVID-19 pandemic. It involves interviews with 20 Chinese hoteliers for practical insights and applies DeLone and McLean's information system (IS) success model. The study examines six dimensions: information quality, system quality, service quality, system use and usage intentions, user satisfaction, and net system benefits. The findings highlight IT's impact on hotel operations, sales and marketing, personalisation, online connectivity, social media engagement, customer relationship management, and strategic business planning. This ensures competitive edges in the Chinese hotel industry during the pandemic.