Determinants of ICT adoption among hotels in Kenya: a multiple case study approach

Abstract

Information communication technology is changing how hotels conduct their business in the global tourism market prompting a number of hotels to use ICTs to improve their business operations. The aim of this study was to identify factors that determine ICT adoption among hotels in Kenya. Multiple case study approach was used to collect and analyse data from hotel managers drawn from 10 hotels in Nairobi and Mombasa regions in Kenya. The interview data was thematically analysed and five factors namely organization needs and perceived benefits, organizational capacity, technology characteristics, market characteristics and organization characteristics were identified as key determinants of ICT adoption by hotels in Kenya. The study findings provide useful insights for guiding ICT adoption and application decisions at the hotel, particularly for developing countries.