IMPACT OF ARTIFICIAL INTELLIGENCE ON SERVICE DELIVERY EFFICIENCY OF ACCOMMODATION INDUSTRY IN CALABAR METROPOLIS, CROSS RIVER STATE, NIGERIA
Author(s): Anake Clement Bekongfe, Abang Rebecca Inyang, Igah Isor Ikara, Ubi Florence Ini,
Institute(s): Department of Hospitality and Tourism Management University of Calabar, Nigeria
Volume 4 / Issue 1
Abstract
Artificial Intelligence (AI) is a development of computer systems capable of performing tasks that typically require human energy and intelligence to execute, AI has emerged as a transformative force in the global accommodation industry, revolutionizing operations, customer interactions, and service efficiency. This examined the impact of artificial intelligence on service delivery efficiency of accommodation industry in Calabar Metropolis, Cross River State, Nigeria. The study employed descriptive survey design, data were gathered from 400 respondents, including managers, staff, and guests across 40 establishments, and analysed using descriptive statistics and analysis of variance (ANOVA). The findings revealed that while the adoption of AI tools such as chatbots, automated booking systems, and predictive maintenance technologies in Calabar’s accommodation sector remains at an early stage, there is a positive impact on guest satisfaction and operational efficiency in facilities that have integrated AI-driven solutions. However, challenges such as high implementation costs, limited technical expertise, and infrastructural deficits were observed to impede widespread AI adoption. ANOVA result revealed a significant relationship between AI adoption and service efficiency (F=2496.088, p<0.001). The study concludes that AI has significant potential to enhance accommodation service delivery in Calabar, provided that stakeholders invest in staff training, infrastructural upgrades, and phased implementation strategies. The study recommends as followed, Management of accommodation businesses should allocate resources toward acquiring costeffective AI tools; Hotels owners should invest in continuous staff training on AI systems; and Hotel managers and owners should play a proactive role in championing AI adoption.
Number of Pages: 11
Number of Words: 4508
First Page: 53
Last Page: 63