Beyond Service: The Impact of Cloud Technologies on Customer Satisfaction in Sri Lankan SME Hotel – A Review

This review examines how cloud technologies shape customer satisfaction in Sri Lankan SME hotels. Methodology: A systematic literature review was conducted using a PRISMA aligned approach across major academic sources, with thematic synthesis used to analyse the retained studies. Findings: The reviewed literature shows that cloud technologies most consistently influence customer satisfaction through improved responsiveness, convenience, personalisation, communication, and service consistency, although these outcomes depend on organisational readiness, staff capability, and contextual fit. Implications: The review suggests that Sri Lankan SME hotels should adopt context appropriate cloud technologies that improve actual service delivery rather than pursue digital sophistication for its own sake. Originality: The study consolidates fragmented hospitality technology literature into a context sensitive synthesis focused specifically on customer satisfaction in Sri Lankan SME hotels.