Affiliation:
1. University of Dhaka, Bangladesh
2. International University of Business Agriculture and Technology, Bangladesh
Abstract
In the rapidly evolving landscape of the hospitality industry, technology plays a critical role in enhancing customer satisfaction. This chapter explores key technological advancements, such as artificial intelligence (AI), data analytics, mobile applications, social media, and customer relationship management (CRM) systems, and their impact on enhancing customer experiences. AI-powered chatbots provide instant support, while data analytics offers insights into customer behavior for personalized marketing. Mobile applications streamline booking and communication, while social media fosters direct engagement and community building. CRM systems enhance customer relationships through targeted communication. Case studies from leading hospitality companies demonstrate the successful use of technology in marketing. Emerging trends like virtual reality (VR), augmented reality (AR), and blockchain indicate the future direction of the industry. The chapter concludes with recommendations for leveraging technology to boost customer satisfaction in hospitality marketing.
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