Assessment of Factors Influencing Digital Transformation in Hotels’ Facility Management in Abuja Metropolis, Nigeria

Abstract

The hospitality industry in Nigeria faces increasing pressure to enhance operational efficiency and guest satisfaction, yet many hotels struggle to fully integrate advanced digital technologies into facility management (FM) practices. This gap is particularly evident in the Abuja Metropolis, where infrastructural limitations and inconsistent adoption strategies constrain performance. Guided by the Technology Acceptance Model (TAM), which emphasises perceived usefulness and ease of use as determinants of technology adoption, this study examines the extent, influencing factors, and impact of digital transformation in hotel FM operations. A quantitative survey design was employed, collecting data from 150 FM professionals across five purposively selected hotels using structured questionnaires. Descriptive statistics, Relative Importance Index (RII), Analysis of Variance (ANOVA), and linear regression were used to address the research objectives. The findings reveal varying adoption levels: while high-speed internet and energy-efficient systems are widely implemented, advanced solutions such as Internet of Things (IoT) devices and real-time communication tools lag behind. Guest expectations (RII = 0.83–0.93) and technical support (RII = 0.82–0.91) emerged as the strongest drivers of adoption, whereas cost and return on investment were less influential. Regression analysis indicated that digital transformation significantly improved FM outcomes, explaining 83.3% to 89.3% of variability in operational efficiency across hotels (p < .001). Nonetheless, interdepartmental communication remained a persistent weakness. The study recommends strategic investment in advanced digital tools, comprehensive digital transformation policies, and targeted staff training to optimise FM practices and strengthen competitiveness in Abuja’s hospitality sector.