| dc.description.abstract | The aim of this study was to examine the different ICT platforms that have supported the threestar hotels despite the COVID-19’s negative effects. The study was guided by three objectives: to
identify the different ICT types used by 3 star hotels before and after the pandemic; to assess the
effectiveness of the adopted ICT platforms in the 3 star hotels; and to identify the challenges faced
during adoption of these ICT platforms and usage. Both qualitative and quantitative methods of
data collection were used in data collection and a sample of 90 respondents from four 3-star hotels
found in Kampala central, 60 hotel staff and 20 clients were chosen randomly while key
informants that included 7 hotel managers and 3 technicians were purposively sampled. Data was
later analyzed using SPSS version 16. The study identified different ICT platforms that were used
by hotels before and after the pandemic, and these included the use of websites, use of the internet
through social media platforms, and biometric platforms, which were used before the pandemic.
E-mail bookings, real-time bookings during the pandemic, and innovative hand washing
equipment were used during the pandemic and have been rated as of high quality. Further, the
study revealed that ICT platforms have been effective and useful and have enabled numerous and
better transactions in booking systems, improved the hotel's ability to manage inventory
appropriately, enabled wide distribution of networks for the hotel, and contributed to the firm's
and consequently the country's economic growth. Despite the promise of ICT platforms, the study
revealed different challenges were found while using these platforms. These were found to be lack
of understanding of ICT platform innovation, poor internet connectivity, and lack of integrative
ICT applications, lack of technological infrastructure, and lack of awareness of media platforms
by local clients. It takes time to use and confirm the booking on ICT platforms. It was from these
results that the study recommended that free internet access be provided to the hotels because
clients may need to use free internet access at their destinations and accommodations to send
emails, videos, and digital images; the owners and managers of a given hotel must avail the necessary financial resources for not only procuring the ICT facilities but for the continued
sustenance of the facilities once adopted. | en_US |
