OFFICE AUTOMATION SYSTEMS AND THE PERFORMANCE OF HOSPITALITY FIRMS IN SOUTH EAST, NIGERIA

Abstract

Office automation systems (OAS) are computer-based tools designed to handle routine clerical tasks and communications within an organization. This study was conducted to determine their effect on the performance of hospitality firms in South East, Nigeria, by assessing how automated record management systems impact operational efficiency and how automated communication systems influence customer service delivery. Using a descriptive survey design, data was collected from 197 accounting and managerial staff via structured questionnaires and analyzed using regression analysis. The findings revealed that automated record management has a significant positive effect on operational efficiency (R2 = .376, F(1, 195) = 117.163, p < .001). Likewise, a significant positive relationship was found between automated communication systems and customer service delivery (R2 = .367, F(1, 195) = 117.316, p < .001). The study concluded that adopting office automation is crucial for enhancing business performance. It is recommended that hospitality firms in South East, Nigeria prioritize investing in automated systems to improve both operational efficiency and customer service delivery.