Biometric System and Performance of Selected Hotels in Abuja of Nigeria

Abstract

Hospitality industry is the economic stream in many parts of the world. With today's increasing terror attacks in Nigeria, it is a great concern that the safety and security of guests and employees' lives and properties be protected. This raises the use of biometric system in hotels. The general objective of the study is to ascertain the extent to which biometric system can affect the performance of hotels in Abuja metropolis. The study seeks to find out specifically the extent of relationship between biometric system and customer satisfaction and the extent to which biometric usage affect competitive advantage of hotels in Abuja. The study is anchored on Expectancy disconfirmation theory. Two research questions and two hypotheses were formulated in line with the specific objectives of the study. The research adopted survey research design. The study worked with sample size of one hundred from the population of five hundred and sixty. Pearson Product Moment Correlation was used for data analysis at 10% level of significance. The findings of research reveal that customers are satisfied with the use of fingerprint scanner and facial dictator for access usage in hotels. The implication of the finding is that if customers are satisfied through the use of biometric system, it will in turn improve the performance level of the hotels. Based on the findings, the study recommends that hotels should provide biometric services to guests as means of registration on check-in and use of any service point in the hote.