Generational Differences in Customer Expectations and Perceived Performance of Internet of Things (IoT): Examining Satisfaction and Revisit Intentions in Chinese Hotels

Abstract

This study investigates IoT-enabled hotel services in China through an integrated expectation–confirmation–satisfaction framework, augmented with perceived performance and technological disposition, and tests whether generational cohort moderates key pathways. Using a cross-sectional guest survey, the research establishes reliability and construct validity before estimating regression models with multiple robustness checks. Results show that technological disposition and perceived performance significantly and positively affect satisfaction; expectations and perceived performance jointly shape confirmation; and satisfaction strongly predicts revisit intention. Generational cohort exerts a partial moderating effect, concentrated on the expectation–confirmation link. Theoretically, the study broadens the application of Expectation–Confirmation Theory and the Unified Theory of Acceptance and Use of Technology into the smart hotel context, clarifying how predispositions and performance perceptions cocreate confirmation and satisfaction among different age groups. Practically, the findings guide segment-specific service configuration and expectation management, advocating that hotels should fine-tune the onboarding, interface, and support to match technological readiness while emphasising dependable performance fulfilment to gain confirmation and repeated patronage.