Critical success factors for implementing robotic process automation in the hotel industry

This qualitative study aims to investigate the critical success factors (CSFs) driving the adoption of robotic process automation (RPA) in the hotel industry, uncovering the essential drivers behind effective implementation. Based on interviews conducted in Pakistan and China, thematic analysis was performed with the support of NVivo 14 software to systematically identify and categorize the main facilitators and barriers of RPA adoption in the hotel industry within these two national contexts. Pre-implementation highlights defined goals, process identification, and stakeholder alignment; implementation emphasizes a dedicated project team, process standardization, and a detailed project plan; post-implementation stresses continuous monitoring, performance metrics, and ongoing training. The study raises awareness among practitioners and policymakers, providing novel and context-specific insights for RPA implementation in hotels.