Självincheckning & personlig service på hotell : den perfekta balansen?

Sammanfattning: This qualitative study investigates how check-in and check-out self-service technology (SST)for hotels affects the hotel experience of young hotel guests. Following study also focuses onevaluating whether the current SST technology meets the expectations of these young guests.As the hospitality industry in Sweden increasingly adopts SST solutions, understanding theperceptions and satisfaction levels of young guests becomes essential for hotels striving toenhance their service quality. The research employs a qualitative approach, utilizingsemi-structured interviews as the primary data collection method. Twenty respondents, agedbetween 20 and 28 years, were interviewed to gain in-depth insights into their experienceswith SST technology for check-in and check-out processes.