Assessing the Effectiveness of ICT Integration in Business: A Case Study of the Hospitality Sector in Lusaka

Against a global backdrop where ICT has become integral to business success, this paper examines the role and effectiveness of ICT adoption in Lusaka, Zambia's hospitality sector. While developed regions like North America, Europe, and parts of Asia demonstrate mature ICT integration in hospitality, emerging markets in Africa, including Zambia, face unique challenges in fully leveraging these tools due to infrastructural, economic, and skills-based constraints. Despite these barriers, Zambia’s growing ICT landscape provides opportunities for improved customer engagement, efficient inventory management, and enhanced marketing strategies in the hospitality sector. The study’s objectives were threefold: To establish the impact of ICT integration on e-commerce practices, to assess its influence on inventory management, and to examine its effects on marketing strategies and performance. A mixed-methods approach was employed, combining quantitative data from 70 respondents and qualitative insights to explore the specific ways ICT is shaping hospitality businesses in Lusaka. Data were analyzed using Stata software to identify patterns, trends, and correlations that reveal the degree and nature of ICT integration. The findings indicate that ICT integration positively affects e-commerce practices by enhancing customer engagement, facilitating personalized marketing, and expanding market reach. In inventory management, ICT adoption was found to improve inventory turnover, accuracy, and cost efficiency, though challenges remain regarding training and technical complexity. In marketing, ICT enables more targeted strategies, boosts brand visibility, and supports customer acquisition and satisfaction. Despite these benefits, the study highlights gaps in advanced ICT tool adoption, particularly in rural areas and smaller establishments. The study concludes that while ICT integration is transforming Lusaka’s hospitality sector, further investment in infrastructure, training, and digital literacy is essential for maximizing its potential.