CUSTOMER SATISFACTION OF USING INFORMATION

TECHNOLOGY DEVELOPMENT IN TOURISM INDUSTRY AND

BUSINESS 

Lusia Eni PuspandariWibowo Arninputranto

Reality

Technology has impacted the human life

Everybody uses Internet

INTRODUCTION• The tourism development is increasing rapidly, and become more

important in the people’s life. • The tourism development cannot be separated from the development of

information technologies. – E-commerce is a growing sector and many tourism businesses are

involved in developing their internet services. This means of doing business is known as ‘e-tourism’, or ‘tourism e-business’ (Scottish parliament,2002

– E tourism is the digitisation of all the processes and value chains in the tourism, travel, hospitality and catering industries that enable organisations to maximise their efficiency and effectiveness.(Buhalis 2003)

• If a company wants to satisfy its customer, it needs to answer what it is that satisfies customers (Conklin, 2002), then it should test how well it serves theses factors in its firm.

Tourism Development

Tourism Development

Increase the services

Using Information and Communication

Technology

Background of Study

E- tourismE- tourism

E- ticketingE- ticketing

ICTICTE-tourism is the digitisation of all the processes and value chains in the tourism, travel, hospitality and catering industries that enable organisations to maximise their efficiency and effectiveness.

E-tourism is the digitisation of all the processes and value chains in the tourism, travel, hospitality and catering industries that enable organisations to maximise their efficiency and effectiveness.

A computerized system used by airlines in which no physical ticket

or boarding pass is generated.

A computerized system used by airlines in which no physical ticket

or boarding pass is generated.

TOURISM

searching for different tourist services, airline tickets, hotels etc in order to plan their trips

tourists start their trip and ends when they arrive to their first departure or finish their trip

the services which tourist service providers offer their customers after their trip.

Pre –trip stage

In–trip stage

Post –trip stage

Computer Reservation System (CRS – 1950s)

Global Distribution Systems (GDSs) in the 1980s.)

• Many tourism businesses are involved in developing their internet services including traditional travel agents, tour operators, national tourist offices, airlines, hotels and other accommodation providers and car hire firms

• Travel services fit extremely well with the new interactive media (Wertner and Klein, 1999), as the products are natural candidates for multimedia descriptions (Walden,2001).

and now…

Considering that…

Many tourism businesses develop their internet services in traditional travel agents, tour operators, national tourist offices, airlines, hotels and other accommodation providers and car hire firms

a valid and empirically reliable measure that captures users’ evaluation of the

organization’s web site and on-line tourist satisfaction measurement is ESSENTIAL

The overall performance, while or after visiting a destination, exceeds or meets initial expectation

Satisfied tourists are more likely to recommend the tourist destination to others, which is the cheapest and most effective form of marketing and promotion (Crosby, 1993; Soderlund, 1998)

Tourist satisfaction usually contributes to increase rates of the retention of tourists’ patronage, loyalty and acquisition, which in turn helps in realizing economic goals like increased number of tourists and revenues

Tangible : - has up-to-date equipment”,

- physical facilities are visually appealing” and

- materials are visually appealing”. Reliability: doing what is promised” and

doing it at the promised time”.

Responsiveness gives prompt service

Assurance knowledge to answer questions

Empathy tailored to a particular customer’s needs

What are the satisfaction factors of

tourists when using tourism website

comparing with traditional travel

agencies?

What is the impact of customers’

e-satisfaction in tourism industry?"

Find out the factor of Satisfaction in

using e-tourism website comparing

with traditional travel agency

Find out the impact of customer

satisfaction in tourism industry

Procedure of the Research

Data Collection

Purpose of the Research

Result

Data Collection:

- Determine the subject of the research:

- Internet User based on the Age

- Internet User based on the Education background

Questionnaire

Data of Internet User by the Ages

http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-

Data of Internet User based on the Education

http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-

To find out the effectiveness of using e-tourism in order to develop Indonesian tourism

To increase the quality of e-tourism website

To reduce the unsatisfied factor of the tourist in using e-tourism

Survey Questionnaire

The result of the data collection is analyzed and categorized based on four aspects: Convenience Merchandising (product offering and

product information) Site design Financial security.

Thank You

Role of ICT• ICTs are now critical for strategic

management of organisations as they allow:– Expansion into new markets– Empowering of employees– Lowering of costs– Enhancing distribution

• Gates (1999) said that business now conducted at speed of thought

• ICTs great for time poor but cash rich consumers

Increasing Speed of Uptake of Technology

• 35 years for radio to reach 50 million

• 13 years for television to reach 50 million

• 5 years for internet to reach 50 million

• 1 year for ipods to reach 50 million

• 6 months for facebook to reach 100 million

SYSTEM OF TOURISM DISTRIBUTION

Tourism Produce

rs:Accommodations,

Airline, other transport,

Recreations, restaurants, etc

Tourism Produce

rs:Accommodations,

Airline, other transport,

Recreations, restaurants, etc

POTENTIAL

TOURISTS

POTENTIAL

TOURISTS

WEB

TRADITIONAL INTERMEDIA

RIES:-Travel Agencies-Tour Operators

-Tours Associations

--Hotel Chains

Background of the problem

Technology conecting people

REALITA PENGGUNA INTERNET