The Role of Information Technology in Guest Satisfaction in Upscale Hotels in Tehran

The aim of this study was to identify the role of Information Technology in exclusive hotels of Tehran and its effects on customer satisfaction as Information and communication technology has been viewed as a determinant of customer satisfaction. The invention and impact of Information Technology in hotel industry is discussed in this paper as well as its used in both developed and developing countries. The findings reveal that lack of Information Technology is noticeable in Tehran even in its four and five star hotels which leads to the guest’s dissatisfaction as it will be discussed in this research. The research methodology method is quantitative but empirical is also used to have the better result. Some case studies are also used in this study for better understanding.Validerat; 20120309 (marikav