Hotel Customer Perceptions of Biometric Door Locks: Convenience and Security Factors

ABSTRACT

A biometric indicator is any human physiological feature (e.g. fingerprint) or behavioral feature (e.g. voice) that can be measured and used for the purpose of automated identification (Nanavati, Thieme, & Nanavati, 2002). This technology has been used in many settings because of its advantages in providing enhanced convenience and security to users. The purpose of this study is to examine one form of biometric technology, a fingerprint door lock, and to provide an empirical study of potential advocates and opponents of this application. Using the modified TAM framework, 310 participants were sampled via an in-room TV survey system from an upscale hotel in Las Vegas. Findings suggest that while convenience, physical security and data security are key determinants for an advocacy group, personal concerns (overall image of technology) weigh more for opponents. The results will help operators understand customer perceptions and opinions of biometrics in a manner that can inform key decisions on the potential implementation of these technologies.

KEYWORDS:

• Biometrics
• security
• consumer behavior
• perceived risk
• convenience
• lodging