An analysis of the gap in the perceptions of hotel marketing managers and business travelers regarding information technology facilities in hotel guestrooms in Hong Kong

Research output: Journal article publicationJournal articleAcademic researchpeer-review


This article reports on an analysis of the perceptions of business travelers and hotel marketing managers regarding in-room information technology (IT) facilities in hotels. Usable data were analyzed for 650 business travelers and 40 hotel marketing managers in the Hong Kong Special Administrative Region (China). One-Way ANOVA and independent t-tests were employed to examine significant differences between preferences and demographic variables and to examine whether there was a significant difference between the way business travelers and the managers rated the importance of in-room IT facilities. This study found that "adequate jacks and plugs," "satellite/cable TV," and "high-speed Internet access" were ranked by business travelers as the top three in-room IT facilities, whereas hotel marketing managers perceived "high-speed Internet access" to be the most important IT facility to business travelers, followed by "adequate jacks and plugs" and "satellite/cable TV in room." Both business travelers and hotel marketing managers indicated there was a strong demand for hotels to provide assistance to guests who make use of IT devices in their room. However, over 50% of hotel marketing managers stated that their hotels had encountered difficulties in providing some of the IT services because of limited budgets and fast-changing technology.
Original languageEnglish
Pages (from-to)17-31
Number of pages15
JournalTourism Review International
Issue number1
Publication statusPublished - 2004


  • Business travelers
  • Marketing managers
  • Guestrooms
  • Information technology
  • Hotel IT facilities
  • Hong Kong

Cite this