Psych Educ, Document ID: 2022PEMJ0, doi: 10.5281/zenodo.

7133909, ISSN 2822-4353

Research Article

Industrial Revolution Technology Adopted and Its Influence on the Operational

Performance of Hospitality Industry in Guiuan Eastern Samar
Renalyn L. Buntalilio*, Conrado A. Lombrio
For affiliations and correspondence, see the last page.

Abstract
The technology innovation transformed the way hotels do business, allowing them to save time,
manpower, and workload. When looking for various hotel information, it is definitely available on the
internet and can be accessed at any time and from any location via Facebook, Instagram, or other
social media platforms. The main focus of this study was to assess the status of 4.0 Industrial
Revolution Technology adopted by hotels in Guiuan, Eastern Samar. This study used a descriptive-
correlational method of research. This is descriptive research since it describes the existing conditions
on the profile of hotel industry in terms of the use of social platforms, online engagement, online
application, opportunities and challenges facing of hotels technology adoption. It is also a
correlational study since it determined the relationship between the profile of hotel industry adoption
and utilization and the operation performance of the hotels under study. In the profile of hotel
industry in terms of social platforms the Facebook was the commendable social platforms used by
hotels in Guiuan Eastern Samar. The study revealed that the respondent has less commendable used
of online engagement and online application relative to Industrial Revolution 4.0. As for the
challenges, the respondents were undecided on the positive influence of the 4.0 technology to their
operational performance. However, the profile of the respondent was significantly related to the
operational performance with index of correlation of 0.547 and p-value of .041 which was found to
be significant at .05 level. Hence, the null hypothesis which stated that there was no significant
relationship between the profile of hotel industry and the operational performance of the hotels was
rejected. Thus, it is recommended that hospitality industry in Guiuan Eastern Samar should be
responsive of the significance of the 4.0 Industrial revolution in all areas of hotel operation. Hence,
the competition now a days focuses on modernization of hotel establishment. They need to educate
their workforce about the value of the Industry 4.0 for the future and the initial steps that the
organization needs to take toward the implementation. Moreover, adaptation of 4.0 Industrial
Revolution increases hotel revenue and sales.

Keywords: Industrial Revolution Technology, Hospitality Industry, Operational Performance

Introduction result, supplying each employee with a task

The technology is crucial in the hotel sector in
increasing client awareness, delivering on a realistic
promise, and delivering a full package. According to
Law and Jogaratnam (2005), technology has the
potential to alter the nature of hospitality business,
goods, processes, and competition, and hospitality
firms that fail to understand the appropriate technology
would find it difficult to control and manage their
operations.
Indeed, technology should become the fundamental
component for all hotel departments in order to give
the best possible guest experience. Hotels must
abandon the use of paper and pen for job management
and abandon the use of vocal forms of guest service
via wireless and other offline methods. Hotel workers
must have up-to-date technologies in order to provide
the best possible service to customers and keep them
coming back for more. When line employees begin to
get duties digitally, they gain the ability to see
everything in real time on a single screen. It also
maintains continual contact with the entire team. As a
management mobile application alters the operation
flow. Any guest request can be instantly translated into
a task using back office digital automatization for the
hotel sector, eliminating the need for a middleman like
a bellman, front desk worker, or other.
In this study, the researcher aims to contribute to
Psychology and Education by finding the status of
Industrial Revolution (IR) technology adopted of
hotels in Guiuan Eastern Samar. To determine if these
technologies are available in the hotels. Another
objective of the study was to assess how these
industrial revolution technologies affects their
operational performance through employee’s
perception. Moreover, to distinguish if there is a
significant relationship between the profile of hotel
industry and operational performance.
Research Questions
This study's primary purpose is to assess the status of
Industrial Revolution Technology adopted by hotels in
Guiuan, Eastern Samar.

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Psych Educ, Document ID: 2022PEMJ0, doi: 10.5281/zenodo.7133909, ISSN 2822-4353
Research Article
1. What is the profile of hotel industry in terms of:
1.1. Use of Social Platforms;
1.2. Online Engagement;
1.3. Online Application; and
1.4. Opportunities and Challenges?
2. What is the level of Operational Performance of
hotels in Guiuan?
3. Is there a significant relationship between the profile
of hotel industry and operational performance?
Literature Review
Industrial Revolution
Hotels have been embracing automation to improve its
operations and modernize guest experience. Currently,
technology is preferred over human interaction. The
fast-paced automations or innovations brought about
by the fourth industrial revolution made some business
sectors slightly confused. Schwab (2016) and Skilton
and Hovsepian (2018) presented that Automation
technologies include industrial and social robots, self-
service kiosks, artificial intelligence, chatbots, face
recognition technology, voice-controlled technologies,
wearable and implanted technologies, additive
manufacturing (3D printing), internet of things, and
other technologies that are used for the production and
delivery of goods and services instead of human
employees. Other related literature, acknowledged that
the introduction of automation technologies raises
fears of job losses and technological unemployment
due to the substitution of human employees by robots,
AI and other automation technologies (Dengler and
Matthes 2018; Frey and Osborne 2017; Li, Bonn and
Ye, 2016; Walsh, 2018)..Eloy (2015) emphasized the
great importance to build a good reputation and gain
more profits through providing high-quality service.
The findings revealed that a hotel’s star rating is an
important symbol which relates to guest satisfaction
through setting different guest expectation levels.
Allan (2016) agreed that guests’ perceptions of service
during their stay in luxury hotels determine their
satisfaction levels and will lead to revisit intention and
that guest satisfaction in luxury hotels is based on the
service they receive which meets their expectations
considering the high technologies and innovation in
the hotel. Quarshie and Amenumey (2018)
investigated the impact of technology. The results
showed that it was very essential, given that in the
future innovations such as keyless access is going to
become the norm in the tourism industry. The trends
may even change in the future to include facial
recognition.
Buntalilio & Lombrio
Aksoy (2017) provided more efficient and effective
results for Industrial Revolution. The development
indicators of the countries can be determined
according to their level of industrialization. The
Industry 4.0 was considered as automation trends,
Internet of Things (IoT), and transition of the
organizations to the smart facilities in which machines
communicate with each other. The main aim was to
create a smart facility that can operate for a long
period. The right investment and appropriate training
are needed to have good results in terms of logistics
costs and time saving.
Methodology
The descriptive-correlation method was employed in
this study. This is a descriptive research since it
describes the existing conditions on the profile of hotel
industry in terms of the use of social platforms, online
engagement, online application, opportunities and
challenges facing of hotels technology adoption.
Participants
The total number of respondents participated during
the study was 36 employees since there was a
downsizing of employees due to Covid-19 crisis
according to the hotel owners. The random sampling
was used in selecting the respondents of the study.
This means that the respondents were selected to
provide information about the study.
Instruments of the Study
The study adopted from previously utilized
questionnaires by researchers. One of which is the
profile of the hotels taken from Poquiz (2012), another
is the assessment tool and the operation performance
tool used to assess internet and web technologies in
hotel marketing (Journal of Business systems, 2017).
Procedure
Permission to conduct the study was requested from
the selected hospitality establishments’ owner/
proprietorship. When permission is obtained, the
survey questionnaire was personally distributed. The
respondents were first briefed on the purpose and
intent of the study prior to the actual survey. All
entries were checked and ensured that survey forms
are completely filled up. Completed survey
questionnaires was retrieved and data gathered were
treated accordingly.
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Research Article

Results Table 3. Online Application of Hotel Industry in

Guiuan E. Samar

This chapter presents the results and discussion of this

study and their corresponding analysis and
interpretation

Profile of Hotel Industry

The succeeding tables present the data on the profile of The average mean of online application was 1.99
the hotel industry in terms of use of social platforms, interpreted as “less commendable”. This indicates that
online engagement, online application and while the hotel sector is concentrated in urban regions,
opportunities and challenges. it has limited internet systems.

Social Platforms. Table 1 presents the adopted social
platforms of the hotel industry in Guiuan.
Table 1. Social Platforms of Hotels in Guiuan E.
Samar
Opportunities and Challenges of Technology. Another
objective of the study was to assess the opportunities
and challenges of the hotel industry in Guiuan.
Table 4.The Opportunities of technology in Hotel
Industry

The average mean rating of the Opportunities of

The average mean for the social platforms was 2.05,
technology in hotel industry in Guiuan E. Samar was
described as “less commendable”. This indicates that
“2.36”, interpreted as “Neither agree nor disagree”.
the hotel sector in Guiuan, E. Samar, did not regard the
This indicates that the hotels that participated in the
use of social media platforms to be particularly
study were unsure about the potential benefits that the
commendable in their hotel operations. Online
technology of the Industrial Revolution could provide.
Engagement. Table 2 presents the online engagement
of hotel industry in Guiuan
Table 5. Challenges of Technology
Table 2. Online Engagement of Hotels in Guiuan

The online engagement average mean was only 2.25,

described as “less commendable”. This indicates that
the hotel business in Guiuan E. Samar thinks that
participating in internet transactions is less admirable
or commendable.
Online Application. Table 3 presents the online
applications of hotel industry in Guiuan.
As shown in table 5, the challenges of technology
overall mean rating were 2.26, interpreted as
“disagree”. This indicates that the respondents do not
agree that there are some technological difficulties at
their hotel.

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Psych Educ, Document ID: 2022PEMJ0, doi: 10.5281/zenodo.7133909, ISSN 2822-4353
Research Article
Operational Performance of hotels in Guiuan. Another
objective of the study was to know the operational
performance of the hotel industry in Guiuan.
Table 6. Level Of Operational Performance Of The
Hotels In Terms Of The Ir Technology
Table 6 shows the operational performance of the
hotels industry in Guiuan E. Samar with the overall
mean rating of 2.28, interpreted as low level of
operational performance in terms of technology. This
means that hotel industry under study were not
dependent on the advantages that technologies could
benefit to their operational performance.
Relationship Between the Profile of Hotel Industry
and Operational Performance
This study likewise determined the relationship
between the profile of hotel industry and operational
performance in Guiuan. Table 7 shows the
Relationship between the Profile of Hotel Industry and
Operational Performance
Table 7. Relationship between the Profile of Hotel
Industry and Operational Performance
Buntalilio & Lombrio
As shown in Table 7 the profile of the respondent was
significantly related to the operational performance
with index of correlation of 0.547 and p-value of .001
which was found to be significant at .05 level. Hence,
the null hypothesis which stated that there was a
significant relationship between the profile of hotel
industry and the operational performance of the hotels
was accepted.
Discussion
The main purpose of this study was to assess the status
of Industrial Revolution (IR) technology adopted of
hotels in Guiuan Eastern Samar. To determine if these
technologies are available in the hotels. Another
objective of the study was to assess how these
industrial revolution technologies affects the hotel
operation through employee’s perception. Moreover,
to distinguish if there is a significant relationship
between the profile of hotel industry and operational
performance. Thus, this analysis used the descriptive-
correlational method of research to describes the
existing conditions on the profile of hotel industry in
terms of the use of social platforms, online
engagement, online application, opportunities and
challenges facing of hotels technology adoption. It is
also a correlational study since it determined the
relationship between the profile of hotel industry
adoption and utilization and the operation performance
of the hotels under study.
Conclusion
The respondents (hotels in Guiuan E. Samar) adopted
a limited industrial revolution technology in their hotel
operations. The often-social platform used was the
Facebook, the online engagement commonly used was
online reservation and for online applications were the
front office application. The opportunities of
technology in hotel industry was to extend a better
management customer relationship and their major
challenges of technology were the instability of the
internet connection in their location. The perception of
hotel employees disagree that the industrial revolution
technology has an influence on the level of operational
performance because the number of hotel guests in
Guiuan E. Samar is not the same with other cities or
highly urbanized towns.
However, the result shows that the profile of the
respondent was significantly related to the operational
performance of the hotel in Guiuan. Because other
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Research Article
studies conducted in cities, the industrial technology
adopted was beneficial to the hotel operation.
Unfortunately, this study was conducted in a rural
place that hotel operation still survives even with
limited technology.
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Affiliations and Corresponding Information
Renalyn Buntalilio, DBM-HM
Eastern Samar State University
Guiuan Campus, Philippines
Conrado Lombrio, D.M
Eastern Samar State University
Guiuan Campus, Philippines
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