Influence of information communication technology infrastructure on operational efficiency of upscale hotels in Nyeri County, Kenya

Abstract

In the modern competitive landscape, companies must leverage key resources to enhance business performance, with the hospitality industry increasingly integrating information communication technology (ICT) to maintain competitiveness and operational efficiency. Recognizing the evident benefits of ICT investments, this study explores the influence of ICT adoption on the operational efficiency of upscale hotels in Nyeri County, Kenya. Utilizing a survey strategy, data were collected through a self-administered questionnaire distributed to three-, four- and five- star hotels in Nyeri County, with a response rate of 88.10% (37 out of 50 questionnaires returned). The study revealed a moderate positive relationship between ICT hardware infrastructure and operational efficiency (r = 0.412, p < 0.05), a significant positive relationship between ICT software infrastructure and operational efficiency (r = 0.498, p < 0.01), and a strong positive relationship between ICT network infrastructure and operational efficiency (r = 0.457, p < 0.01). These findings underscore the significant influence of ICT on the operational efficacy of upscale hotels in Nyeri County. The study recommends that upscale hotels in Nyeri County prioritize strategic investments in their ICT infrastructure, focusing on upgrading hardware, software, and network systems to enhance their operational efficiency and competitive edge.