Characteristics of tasks and technology as a driver of task-technology fit and the use of the hotel reservation information system

Date12 November 2018
Publication Date12 November 2018
AuthorSilvia Ratna,Endang Siti Astuti,Hamidah Nayati Utami,Kusdi Rahardjo,Zainul Arifin
SubjectInformation & knowledge management,Knowledge management,Knowledge management systems
Characteristics of tasks and
technology as a driver of
task-technology t and the use
of the hotel reservation
information system
Silvia Ratna
Information Technology Faculty, Kalimantan Islamic University Muhammad
Arsyad Al-Banjari, Indonesia, and
Endang Siti Astuti,Hamidah Nayati Utami,Kusdi Rahardjo and
Zainul Arifin
Faculty of Administrative Science, Bisnis Administration Department,
Brawijaya University, Malang, Indonesia
Purpose This study aims to examinethe effect of task and technology characteristics on the compatibility
of technologyand tasks, as well as examine the reciprocaleffect between the task-technology t and the use of
Design/methodology/approach The studytook place in 36 starhotels from one-starto four-star hotels
in some cities anddistricts in South Kalimantan Province. There were 24 hotels in Banjarmasin, 7 hotels in
Banjarbaruand 1 hotel in each areaof Banjar, Tanah Bumbu,Tabalong, Hulu SungaiUtara and Barito Kuala.
The hotels chosen were those implemented the information and communication technology as supporting
administrative activitiesto serve hotelcustomers. Thepopulation was thefront ofce staffin the existing hotels
as the usersof the information technology. The samplingtechnique used in thisresearch was the questionnaire
distribution in accordancewith the number of population. Data were collected from thelled questionnaires.
From the 239distributed questionnaires, 164 (68.62 per cent) were returned and used as the research data.
Findings Task characteristics and technology characteristics have a signicant and positive effect on
task-technologyt, in which the higher the task characteristics and technology characteristics,the higher the
task-technology t. The task-technology t and the use of information systems are positive and reciprocal.
This means thatthe higher the task-technology t, the higher the use of informationsystems.
Originality/value The originality of this study is reciprocal relationship between the variables of use
with the task-technology t. Some researchershave found the compatibility of technological tasks affecting
the use of information systems, namely, Lin and Huang (2008), Norzaidi and Salwani (2009), Larsen et al.
(2009), McGill and Klobas(2009), DAmbra and Wilson (2013), Im (2014) andChang et al. (2015). On the other
hand, in task-technologyt theory, Goodhue and Thompson (1995) state that use affects the task-technology
Keywords Fit, Characteristics of task and technology, Use of IS
Paper type Research paper
1. Background
Many argued that there are very few innovations in hotel industry. However, digital
transformation has inuenced all industrial sectors. This article discusses how digital
Received14 May 2018
Revised21 September 2018
Accepted30 September 2018
VINEJournal of Information and
KnowledgeManagement Systems
Vol.48 No. 4, 2018
pp. 579-595
© Emerald Publishing Limited
DOI 10.1108/VJIKMS-05-2018-0035
The current issue and full text archive of this journal is available on Emerald Insight at:
transformation changed hotel industry, for example some innovations hotel industry make
and methods hotel industry used to contact their customers based on customerslocation
and preference. In other words, this study focuses on implementation of digital
transformationfor hotel industry.
Customer experience is the most important instrument for achieving corporate goals in
service industry. It is very likely forservice industry to lose customers when it is unable to
offer good experience for the customers. As we all know,differentiation and innovation are
two major considerationsin developing formula that provides good customerexperience.
Digital transformation has a signicant and positive impact toward traditional business. It is
an effective method to improve customer experience. Integration of mobile solution helps
businesses providing innovative solutions such as bookings, payments, service staff
improvements and loyalty programs. Related to these issues, the author has published an article
entitled implementation of information technology to improve experience of hotel customers.
Customers should have access to accurate information and use various channels to
communicate to particular business. Mobility makes everything more accessible. Cellular
phones have changed the whole process. Cellular phone userssearch for information before
traveling, compare differenttourist destination, read other peoples reviews and re-evaluate
their opinions, order ticketsonline and others.
Customers can still search for tourist information while traveling. They look for
information aboutcultural event taking place in a city where theyare currently at or popular
restaurants for dinner. These people will write reviews about the event, restaurant or any
place they visit for othertourists to read. Those who work in hospitality industrymay lose a
lot of customers if they do not apply digital strategy. Applying digital strategy, business
competitors can now be more responsive to the needs of travelers and are unique to the
market. So, what are benets of digital transformationfor the hospitality industry?
The study focuses on applications for hotelreservation, in which characteristics of tasks
and technology drive suitability between the technological tasks and the use of information
system. Inthe digital era, every companyshould hire techno-savvyhuman resources who are
skillful in operating information and communication technology. Qualied humanresources
are certainly skillful in technology and thus, they nish their work more quickly and easily
(Casalo et al.,2008) . Successful implementation of information and communication
technology in each business will have an impact toward job performance. Several factors
determine successful implementation of information and communication technology in
business, for example, suitability between tasks and technology, implementation of
informationand communication technology and even customersatisfaction.
Context of this study is collaboration between several behavior-based information
system theories and developing new relationship between variables based on the previous
studies. The objective is to describe an extent to which company can apply information
system successfully, particularlyone related to job performance. Venkatraman and Prescott
(1990) explained that analyzing suitability between task and technology involves
identifying job responsibility, developing supporting technology and using job description
and available technology to evaluate job performance. It means that acompany should not
only provide information technology devices and means of communication butalso involve
other elements to support the implementation. The study will describe several factors that
determine individualperformance as user of information technologyand communication.
The task-technology t (TTF) is the relationship between task completion needs,
individual capabilities and technological functions in information systems within an
organization (Ellyana Dwi et al., 2009). Task needs must be in accordance with the
capabilities of individuals who are supported with the functions of information systems

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