Digitalizing Non-Star Hotels for Smart Urban Transformation and Sustainable Development Goal Nine

As urban centers evolve into "Digital Twin Ecosystems," a critical disconnect remains between advanced city infrastructures and the resource-constrained Small and Medium Enterprises (SMEs) that form the hospitality backbone. This "digital divide" hinders the realization of truly inclusive smart cities. This study investigates the operational strategies of Fellas Inn, a non-star hotel in Malang, to understand how SMEs bridge the "digital gap" and contribute to Sustainable Development Goal (SDG) 9 (Industry, Innovation, and In-frastructure). Using a method by Employing a qualitative single case study design, data was collected through semi-structured interviews with management and staff, supplemented by direct operational observation. The data was analyzed using Thematic Analysis through the lens of the Technology-Organization-Environment (TOE) framework. The conclusive results findings, reveal that Fellas Inn operates a "pragmatic digital twin" utilizing a bricolage of low-cost consumer tools, such as OTAs, Google Workspace, and WhatsApp, to substitute enterprise systems. While successful in enhancing operational efficiency and reducing waste, the hotel faces structural barriers including the "Cost-ROI Paradox" and a fragmented public digital infrastructure. The research concludes that for smart urban transformation to be sustainable, governance frameworks must expand beyond high-tech solutions to support these adaptive SME strategies. Governments must provide accessible digital backbones that allow small players to integrate into the city’s ecosystem without prohibitive barriers.

随着城市中心逐步演进为"数字孪生生态系统（Digital Twin Ecosystems）"，先进城市基础设施与构成酒店业支柱的资源受限中小企业（Small and Medium Enterprises，以下简称SMEs）之间仍存在显著脱节。这种"数字鸿沟"阻碍了真正包容型智慧城市的实现。本研究以玛琅市一家无星级酒店菲拉斯旅馆（Fellas Inn）的运营策略为研究对象，旨在探究中小企业如何弥合"数字鸿沟"，并为可持续发展目标9（Sustainable Development Goal，以下简称SDG 9：产业、创新与基础设施）作出贡献。本研究采用质性单案例研究设计，通过对酒店管理层与员工开展半结构化访谈，并辅以直接运营观察的方式收集数据。研究基于技术-组织-环境（Technology-Organization-Environment，以下简称TOE）框架，采用主题分析法对收集到的数据进行分析。最终研究结果表明，菲拉斯旅馆采用了"务实型数字孪生"模式，通过拼凑式整合低成本消费级工具——如在线旅游代理商（Online Travel Agencies，以下简称OTAs）、谷歌Workspace（Google Workspace）以及WhatsApp——来替代企业级系统。尽管该模式在提升运营效率与减少资源浪费方面成效显著，但该酒店仍面临诸多结构性障碍，包括"成本-投资回报悖论"以及碎片化的公共数字基础设施。本研究得出结论：若要实现可持续的城市数字化转型，治理框架不应仅局限于高科技解决方案，还应支持此类适应性中小企业策略。政府需构建可及性强的数字基础设施骨干网络，使小型市场主体能够无需面临过高的准入壁垒即可融入城市生态系统。