Influence of Information Systems and Technology on Hospitality Business Performance in Albania

Abstract

The transition from a closed economy to an open, market economy created new opportunities for the development of tourism in Albania. Tourism is known as one of the industries with the largest use of information technology (IT), but for various reasons, application of information systems (IS) in Albanian hotels is lower compared to other countries in Balkan region and other countries in Europe. Many processes and operations are handled in old and traditional ways. Most of the entrepreneurs do not know the benefit of using IS in the daily processes of the hotels. However, the demand of hospitality services dictates the need of using contemporary IS to gain competitive advantage and to survive in the market. IS and technology impacts competitiveness, management of information flow, and the decision-making process. They have influenced performance of the hotel sector through changing the nature of tourism services and the target market. This chapter aims to establish the extent of usage of these systems in the overall performance of the hotels in Tirana, the capital of Albania.