Abstract: This study examined the impact of technology adoption on guest satisfaction in selected hotels in Kigali, Rwanda, with emphasis on four dimensions: guest-facing technologies, technology training and support, user experience integration, and data security and privacy. A descriptive research design with a mixed-methods approach was employed, targeting 120 hotel staff at Hotel des Mille Collines and Serena Hotel. Data were collected from 98 purposively sampled respondents. Quantitative analysis was conducted using SPSS, applying descriptive statistics, Pearson correlation, and multiple regression. Findings revealed that guest-facing technologies significantly influenced guest satisfaction, showing a moderately strong effect (R = 0.412, R² = 0.170, p = 0.000), with 84.7% of respondents strongly acknowledging their positive contribution. Technology training and support emerged as the most critical predictor of satisfaction (R = 0.523, R² = 0.274, p = 0.000), highlighting the importance of staff competence and engagement in ensuring effective technology use. In contrast, user experience integration showed a weak and statistically insignificant relationship with satisfaction (R = 0.066, R² = 0.004, p = 0.518), indicating that interface design alone does not drive guest satisfaction unless coupled with contextual relevance and facilitation by staff. Similarly, data security and privacy demonstrated minimal predictive power (R = 0.066, R² = 0.004, p = 0.518), suggesting that guests are less aware of or less concerned with backend safeguards. Descriptive statistics further supported these results, with mean scores of 4.85 for guest-facing technologies, 4.81 for staff training and support, 4.66 for user experience, and 4.41 for data security and privacy. These values reflect variations in how each dimension is perceived to enhance satisfaction. The study concludes that technology adoption enhances guest satisfaction when combined with human-centered service delivery and localized system design. It recommends that hotel managers prioritize continuous staff training, improve usability of digital tools, and make data protection efforts more visible to guests. Additionally, it suggests that industry stakeholders invest in sustainable and innovative technologies, while the government should provide incentives, set standards, and strengthen regulatory frameworks to support digital transformation in hospitality. Finally, the research highlights the need for future longitudinal and comparative studies across East African Community (EAC) countries to guide regional strategies in hospitality management and digital integration.
Key words: Technology, Guest Satisfaction, Selected Hotels, Rwanda.
Title: Technology Adoption and Guest Satisfaction in Selected Hotels in Kigali, Rwanda
Author: Kamanzi James, Malgit Amos Akims
International Journal of Life Sciences Research
ISSN 2348-313X (Print), ISSN 2348-3148 (online)
Vol. 13, Issue 4, October 2025 - December 2025
Page No: 5-24
Research Publish Journals
Website: www.researchpublish.com
Published Date: 25-October-2025
