Abstract
Digital transformation is fundamentally reshaping the landscape of Kazakhstan’s hospitality industry, creating new opportunities and challenges for market participants. This study examines the influence of digitalization and innovation on the development trajectory of the national hotel sector, identifying key transformation drivers and assessing their impact on operational performance. The empirical dataset includes information from 127 hotels for the period 2014–2024, covering indicators of digital maturity, innovation activity, and financial outcomes. The methodology integrates correlation analysis, regression modeling, and cluster analysis to provide a comprehensive evaluation of transformation processes. The results reveal a strong positive relationship between the digitalization index and core operational metrics: hotels with high digital maturity demonstrate revenue per room 58% above the market average and occupancy rates 28 percentage points higher. Significant heterogeneity of digital development is observed: only 27% of hotels qualify as digital leaders, whereas 31% remain technologically lagging. A pronounced regional gap persists, with capital cities outperforming peripheral regions by a factor of three in the digitalization index. The COVID-19 pandemic accelerated the adoption of contactless technologies by 3.7 times, establishing digital services as a baseline expectation among guests. The study confirms that successful digital transformation requires an integrated approach that combines technological innovation, organizational change, and the development of digital competencies. The findings hold substantial relevance for shaping digital development strategies of hospitality enterprises and informing innovation-supporting sectoral policies.