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Original Research Article

FACILITY MANAGEMENT DIGITALIZATION AND SERVICE QUALITY IN OGOJA'S HOTELS: A TECHNOLOGY ACCEPTANCE PERSPECTIVE

NTAMU E. ABUA, AJOMA S. OKWOCHE, ODEY CHRISTOPHER LIFU

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NTAMU E. ABUA Corresponding Author

Institute Of Health Science, Research and Administration Nigeria, Obudu, Cross River State, Nigeria

Correspondence: abuantamu83@accessbankplc.com

Received
01 Jul 2026
Published
10 Jul 2026

Abstract

This study investigated the relationship between facility management digitalization and service quality in selected hotels within Ogoja, Cross River State, Nigeria, using the theoretical lens of the Technology Acceptance Model (TAM). Specifically, the study examined how the perceived usefulness and perceived ease of use of digitalized reservation systems, automated smart room controls, and digital maintenance scheduling platforms affect the dimensions of hospitality service quality (tangibles, reliability, and responsiveness). A descriptive survey research design was utilized. Structured questionnaires were administered to a sample of 384 respondents, comprising hotel frontline staff, facility managers, and frequent guests across registered hospitality establishments in Ogoja. Data analysis was carried out using descriptive statistics, Pearson product-moment correlation, and multiple linear regression analysis via SPSS version 27. The main findings revealed that the digitalization of facility management systems has a positive and statistically significant effect on hotel service quality. Perceived usefulness of smart property management systems emerged as the strongest predictor of reliability and responsiveness in service delivery. Furthermore, the perceived ease of use of maintenance scheduling applications significantly minimized facility downtime, thereby elevating the tangible quality of the hospitality environment. The study concluded that operational digitalization is a critical strategic imperative for rural and semi-urban hospitality sub-sectors aiming to optimize resource allocation and enhance customer retention. Based on these findings, it is recommended that hotel owners in Ogoja invest in scalable, user-friendly facility management applications, organize continuous digital literacy training for operational staff, and establish hybrid power alternatives to mitigate localized infrastructural challenges that disrupt digital service delivery.

Keywords: Facility Management, Digitalization, Service Quality, Technology Acceptance Model, Hospitality Operations, Ogoja Hotels.

How to Cite

APA

ABUA, N. E., OKWOCHE, A. S., & LIFU, O. C. (2026). FACILITY MANAGEMENT DIGITALIZATION AND SERVICE QUALITY IN OGOJA'S HOTELS: A TECHNOLOGY ACCEPTANCE PERSPECTIVE. Journal of Contemporary Academic Research and Methodologies, 1(5). https://doi.org/10.5281/zenodo.21357261

MLA

ABUA, NTAMU E., AJOMA S. OKWOCHE, and ODEY CHRISTOPHER LIFU. "FACILITY MANAGEMENT DIGITALIZATION AND SERVICE QUALITY IN OGOJA'S HOTELS: A TECHNOLOGY ACCEPTANCE PERSPECTIVE." Journal of Contemporary Academic Research and Methodologies, vol. 1, no. 5, 2026. DOI: https://doi.org/10.5281/zenodo.21357261

Chicago

ABUA, NTAMU E., AJOMA S. OKWOCHE, and ODEY CHRISTOPHER LIFU. "FACILITY MANAGEMENT DIGITALIZATION AND SERVICE QUALITY IN OGOJA'S HOTELS: A TECHNOLOGY ACCEPTANCE PERSPECTIVE." Journal of Contemporary Academic Research and Methodologies 1, no. 5 (2026). https://doi.org/10.5281/zenodo.21357261

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ISSN 3139-7247
Tracking ID JCARM_JUL_26_004
Article No. 049
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Article Info
Journal JCARM
Volume Vol 1, No 5
Year 2026
Type Original Research Article
Licence CC BY-NC-SA 4.0
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