The Promises and Challenges of Google Nest Hub Integration in Cilegon Hotels using Theory of Acceptance & Use of Technology (UTAUT)

Abstract

This study explores the potential integration of Google Nest Hub in hotels across Cilegon. By investigating both the promises and challenges, this research aims to evaluate how this technology could streamline hotel operations, improve guest satisfaction, and contribute to the region’s hospitality competitiveness. Using qualitative methods, interviews, surveys and observation with hotel managers, staff, and guests were conducted to gather data. Unified Theory of Acceptance and Use of Technology (UTAUT) served as the framework for this research, providing a structured approach to understand the technology adoption based on four dimensions, Performance Expectancy, Effort Expectancy, Social Influence and Facilitating Conditions. Key findings highlight that while the device offers seamless integration with room controls and personalized guest interactions, challenges such as sudden updates that cause error, email management and personal preferences to not use Google Nest Hub must be addressed for successful implementation. Limitations include a small sample size, constrained staff perspectives due to departmental focus and voluntary guest participation. This research offers insights into integrating IoT technology like Google Nest Hub in hotels while serving as a reference for other hotels in integrating other smart hubs and paving ways for future studies such as guest satisfactions or comparative studies.