IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i19p12158-d925304.html
   My bibliography  Save this article

Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies

Author

Listed:
  • Ram Narayan

    (Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India)

  • Anita Gehlot

    (Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
    Department of Project Management, Universidad Internacional, Iberoamericana, Campeche 24560, Mexico)

  • Rajesh Singh

    (Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
    Department of Project Management, Universidad Internacional, Iberoamericana, Campeche 24560, Mexico)

  • Shaik Vaseem Akram

    (Uttaranchal Institute of Technology, Uttaranchal University, Dehradun 248007, India
    Law College Dehradun, Uttaranchal University, Dehradun 248007, India)

  • Neeraj Priyadarshi

    (Department of Electrical Engineering, JIS College of Engineering, Kolkata 741235, India)

  • Bhekisipho Twala

    (Digital Transformation Portfolio, Tshwane University of Technology, Staatsartillerie Rd., Pretoria West, Pretoria 0183, South Africa)

Abstract

Digitalization enables the realization of the resilient infrastructure in every application for achieving sustainability. In the context of the hospitality business, resilient infrastructure based on digital technologies is critical for gaining the best customer feedback on providing quality service. Digital technology has already proved to enhance hospitality services with intelligent decisions through real-time data. In the previous studies, the significance of digital technologies in the hotel sector has been extended in numerous theoretical and empirical studies, yet there is a lack of research that provides a discussion on feedback systems in hospitality with digital technologies applications. With the motivation from the above aspects, this study intends to present the importance and application of the Internet of Things (IoT), artificial intelligence (AI), cloud computing, and big data implementation in customer quality and satisfaction. Moreover, we have discussed each technology´s significance and application for realizing digital-based customer quality and satisfaction. It has been identified that the AI-based system collects the input data from different common websites and compares it with a different algorithm using a neural network. According to the findings of this study, AI and personnel quality of service have an impact on customer pleasure and loyalty. The study also concludes with the following recommendations, such as the design and development of dedicated hardware to gain the actual feedback from the customer on a large scale for improving the accuracy in the future.

Suggested Citation

  • Ram Narayan & Anita Gehlot & Rajesh Singh & Shaik Vaseem Akram & Neeraj Priyadarshi & Bhekisipho Twala, 2022. "Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies," Sustainability, MDPI, vol. 14(19), pages 1-18, September.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:19:p:12158-:d:925304
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/19/12158/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/19/12158/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Taekyung Kim & Hwirim Jo & Yerin Yhee & Chulmo Koo, 2022. "Robots, artificial intelligence, and service automation (RAISA) in hospitality: sentiment analysis of YouTube streaming data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 259-275, March.
    2. Martin Wynn & Peter Jones, 2022. "IT Strategy in the Hotel Industry in the Digital Era," Sustainability, MDPI, vol. 14(17), pages 1-14, August.
    3. Andreas Strebinger & Horst Treiblmaier, 2022. "Profiling early adopters of blockchain-based hotel booking applications: demographic, psychographic, and service-related factors," Information Technology & Tourism, Springer, vol. 24(1), pages 1-30, March.
    4. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.
    5. Guych Nuryyev & Yu-Ping Wang & Jennet Achyldurdyyeva & Bih-Shiaw Jaw & Yi-Shien Yeh & Hsien-Tang Lin & Li-Fan Wu, 2020. "Blockchain Technology Adoption Behavior and Sustainability of the Business in Tourism and Hospitality SMEs: An Empirical Study," Sustainability, MDPI, vol. 12(3), pages 1-21, February.
    6. Raksmey Sann & Pei-Chun Lai & Shu-Yi Liaw & Chi-Ting Chen, 2022. "Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews," Sustainability, MDPI, vol. 14(3), pages 1-22, February.
    7. Beatriz Rey & Alejandro Oliver & Jose M. Monzo & Inmaculada Riquelme, 2022. "Development and Testing of a Portable Virtual Reality-Based Mirror Visual Feedback System with Behavioral Measures Monitoring," IJERPH, MDPI, vol. 19(4), pages 1-20, February.
    8. Irem Önder & Ulrich Gunter, 2022. "Blockchain: Is it the future for the tourism and hospitality industry?," Tourism Economics, , vol. 28(2), pages 291-299, March.
    9. Diego R. Toubes & Noelia Araújo-Vila, 2022. "A Review Research on Tourism in the Green Economy," Economies, MDPI, vol. 10(6), pages 1-18, June.
    10. Roberto Leonardo Rana & Nino Adamashvili & Caterina Tricase, 2022. "The Impact of Blockchain Technology Adoption on Tourism Industry: A Systematic Literature Review," Sustainability, MDPI, vol. 14(12), pages 1-17, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Leandra Bezerra dos Santos & Fagner José Coutinho de Melo & Djalma Silva Guimaraes Junior & Eryka Fernanda Miranda Sobral & Denise Dumke de Medeiros, 2023. "Application of ISM to Identify the Contextual Relationships between the Sustainable Solutions Based on the Principles and Pillars of Industry 4.0: A Sustainability 4.0 Model for Law Offices," Sustainability, MDPI, vol. 15(19), pages 1-20, October.
    2. Belén Derqui & Viachaslau Filimonau, 2024. "The (de)motives for using food waste reduction apps among hospitality providers," Sustainable Development, John Wiley & Sons, Ltd., vol. 32(6), pages 7262-7277, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yassine Mountije & Dora Agapito & Celia Ramos, 2025. "Reshaping the future of tourism & hospitality industry through blockchain technology: a systematic literature review," Information Technology & Tourism, Springer, vol. 27(2), pages 317-343, June.
    2. Aurélie Corne & Véronique Massot & Saida Merasli, 2023. "The determinants of the adoption of blockchain technology in the tourism sector and metaverse perspectives," Information Technology & Tourism, Springer, vol. 25(4), pages 605-633, December.
    3. Horst Treiblmaier, 2025. "Lessons learned from an abandoned tourism and travel blockchain project: the case of winding tree," Information Technology & Tourism, Springer, vol. 27(3), pages 767-795, September.
    4. Anna Borkovcová & Miloslava Černá & Marcela Sokolová, 2022. "Blockchain in the Energy Sector—Systematic Review," Sustainability, MDPI, vol. 14(22), pages 1-12, November.
    5. Raffaella Folgieri & Sergej Gričar & Tea Baldigara, 2025. "Methodological Framework as a Decision-Support Tool in Addressing NFTs and Blockchain Projects in the Tourism Industry," Administrative Sciences, MDPI, vol. 15(6), pages 1-16, June.
    6. Kumar Saurabh & Parijat Upadhyay & Neelam Rani, 2025. "Towards Blockchain Decentralized Autonomous Organizations (DAO) Design," Information Systems Frontiers, Springer, vol. 27(2), pages 659-681, April.
    7. Asier Baquero, 2022. "Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management," Sustainability, MDPI, vol. 14(4), pages 1-19, February.
    8. Mario Arias-Oliva & Jorge de Andrés-Sánchez & Jorge Pelegrín-Borondo, 2021. "Fuzzy Set Qualitative Comparative Analysis of Factors Influencing the Use of Cryptocurrencies in Spanish Households," Mathematics, MDPI, vol. 9(4), pages 1-19, February.
    9. Xinxiang Li & Yarong Huang & Kwangsoo Cho, 2025. "A Study on the Role of Tourists’ Multidimensional Perceptions in Regenerative Composite Cultural Spaces and Their Influence on Travel Intentions," Sustainability, MDPI, vol. 17(18), pages 1-24, September.
    10. Lingrou Zhu & Yunfeng Shang & Fangbin Qian, 2024. "RETRACTED ARTICLE: Green finance, renewable energy, and inbound tourism: a case study of 30 provinces in China," Economic Change and Restructuring, Springer, vol. 57(2), pages 1-33, April.
    11. Ammar AL-Ashmori & P. D. D. Dominic & Narinderjit Singh Sawaran Singh, 2022. "Items and Constructs of Blockchain Adoption in Software Development Industry: Experts Perspective," Sustainability, MDPI, vol. 14(16), pages 1-18, August.
    12. Rainer Alt, 2022. "Electronic Markets on platform dualities," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 1-10, March.
    13. Seieun Kim & Aura Lydia Riswanto & Angellie Williady & Reza Asriandi Ekaputra & Hak-Seon Kim, 2025. "A geospatial and big data exploration of tourism destinations: A case study of Busan, Republic of Korea," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-17, December.
    14. Serdar Alnıpak & Yavuz Toraman, 2024. "Analysing the intention to use blockchain technology in payment transactions of Turkish maritime industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 58(3), pages 2103-2123, June.
    15. Katarína Novotná & Zuzana Lušňáková & Martina Hanová, 2022. "Aspects Affecting Growth of Family Businesses," Economies, MDPI, vol. 10(10), pages 1-11, October.
    16. Ana Čuić Tanković & Marina Perišić Prodan, 2024. "Digital Natives' Attitudes towards Blockchain Technology Usage," Central European Business Review, Prague University of Economics and Business, vol. 2024(3), pages 75-93.
    17. Yinai Zhong & Angellie Williady & Narariya Dita Handani & Hak-Seon Kim, 2024. "Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts," Tourism and Hospitality, MDPI, vol. 5(4), pages 1-16, October.
    18. Erdem Baydeniz, 2024. "Blockchain Technology in Tourism: Pioneering Sustainable and Collaborative Travel Experiences," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 10(1), pages 1-12, June.
    19. Apostolos Ampountolas & Elizabeth Chiffer, 2022. "Will blockchain shift Online Travel Agencies toward growth or to an end?," Tourism Economics, , vol. 28(5), pages 1342-1347, August.
    20. Jol Stoffers & Klaes Eringa & Jamie Niks & Anne Kleefstra, 2021. "Workplace Innovation and Organizational Performance in the Hospitality Industry," Sustainability, MDPI, vol. 13(11), pages 1-13, May.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:19:p:12158-:d:925304. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.