USER SATISFACTION WITH HOTEL SOFTWARE TOOLS: AN EMPIRICAL RESEARCH

The purpose of this paper is to evaluate user satisfaction in the hospitality industry with existing software that helps to synchronize hotel Property Management Systems with booking platforms that they use. The aim of the research is to answer the question to what extent the hoteliers use the ICT tools offered on the hospitality market and how satisfied they are with their performance. This paper gives an overview of hotel ICT solutions such as Property Management Software, Online Reservation System, Central Reservation System, Mobile Versions of Booking System, Channel Management Software, Business Intelligence Software, Revenue Management Software, and Yield Software. In addition to the work organization within the online sales segment and/or revenue management department, the purpose is to see to what extent the dynamic parameters of the work process are synchronized in real time. The research was conducted on a sample of the 11 hotel chains in Croatia (130 hotels). Descriptive statistics were used in the analysis of the results. Satisfaction with some ICT tools clearly indicates that respondents are most satisfied with the online reservation system, and at least satisfied with the Yield software. The scientific contribution of this work is reflected in the research of the most actual hospitality topic, which is the rate and inventory placement on online sales channels through the use of hotel software tools, which is a recommendation for further scientific research that gives important implications for theory and practice. Although research has been carried out in detail, limitations of the conducted research may be reflected in the fact that research was carried out at hotel chains in Croatia and therefore research has a spatial limitation since it is carried out solely on the example of one state, i. e. there is no comparison with other, similar or different destinations in the world.