| dc.description.abstract | The COVID-19 infection has spread across countries and affected nearly
every community, and governments have enforced policies to contain the spread of the
virus. As an industry emphasizing interpersonal contact and human touch, it was a
massive hit for the hospitality industry. Contactless technology is a solution that
enhances customer safety and aligns with government policies. The study aims to gain
a better understanding of customer adoption of contactless technology in the hospitality
industry. In specific, it aims to identify factors that influence customer behavior on
using contactless technology in hotels after the COVID-19 pandemic. In the study, The
Unified Theory of Acceptance and Use of Technology (UTAUT-3) model was
employed and extended with the factor of perceived fear. An online survey through
Google form was constructed during the lockdown due to the COVID-19 pandemic in
Vietnam. The study collected 300 responses from people aged 18 to 45 years old. Then,
Descriptive statistics were analyzed by SPSS software. Besides, Smart-PLS software
was employed to evaluate the measurement model and structure model. The results
indicated four main predictors of Behavioral Intention to use contactless technology in
hotels, including Perceived Fear, Facilitating Conditions, Social Influence,
Performance Expectancy in order of importance. And this also showed three variables
that have effects on Use Behavior of contactless technology in hotels, in order of
relevance: Behavioral Intention, Facilitating Condition and Personal Innovativeness.
Furthermore, three variables were eliminated from the proposed model, which were
Effort Expectancy, Habit, Hedonic Motivation. This research gives significant practical
information for hotel operations in Vietnam to build suitable and effective strategies
when adopting contactless technology in their hotels. | en_US |
