Role of Digitalisation in Hospitality Industry with Special Reference to Online Food Delivery Services

Abstract

The hospitality trends for 2018 has seen a new digital wave taking over the hotel industry on top of the iceberg. Hospitality Industry plays an important role in the global economy, representing more than half of service exports in countries like Spain, South Africa or Mexico, and covering more than 3% of global GDP. Incessantly acclimatising to the digital drifts, hospitality organisations manage to create digital solutions to improve their sales, brand image and awareness. Starting from aggregators with 12 million users per month and concluding with small business sites that use conversion rate optimisation to increase their performances, the entire online tourism market fights to stand out in an Internet era in which, at this moment, there is one website per every 3 Internet users worldwide. This paper argues that there is sound analytical value in explicitly identifying the role of digitalisation in the Hospitality Industry. There are endless digital aspects like Digital menus, kiosks, tablets on tables, digital table tops and digital kitchens which leads to crucial success for achieving sound customization. Even today, in India, Zomato, Swiggy, and Food Panda are a few names that have made services like online table reservations, social media reviews, and mobile payment options things of the past. In this paper, we tried to show whether digitalisation have any significant impact on online food delivery services or not. A survey was done. A questionnaire has been prepared and sample size was taken 100. Chi-square test was done to see whether digitalisation have any impact on online food delivery services or not and Cronbach 's alpha test was done with help of SPSS software ·to check the reliability of the collected data.