Customer satisfaction of using information technology development in

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The use of E tourism brings more positive impact in giving satisfaction to the customers than the use of conventional tourism services

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Customer satisfaction of using information technology development in

  1. 1. CUSTOMER SATISFACTION OF USING INFORMATION TECHNOLOGY DEVELOPMENT IN TOURISM INDUSTRY AND BUSINESS   Lusia Eni Puspandari Wibowo Arninputranto
  2. 2. Reality Technology has impacted the human life
  3. 3. Everybody uses Internet
  4. 4. 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 tourism’, or ‘tourism e-business’ (Scottish parliament,2002 ‘e- 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.
  5. 5. Background of Study Tourism Tourism Development Development Increase the services Using Information and Communication Technology
  6. 6. E- tourism E- tourism ICT ICT E-tourism is the digitisation of all E-tourism is the digitisation of all the processes and value chains in the processes and value chains in the tourism, travel, hospitality and the tourism, travel, hospitality and catering industries that enable catering industries that enable organisations to maximise their organisations to maximise their efficiency and effectiveness. efficiency and effectiveness. E- ticketing E- ticketing A computerized system used by A computerized system used by airlines in which no physical ticket airlines in which no physical ticket or boarding pass is generated. or boarding pass is generated.
  7. 7. TOURISM Pre –trip stage searching for different tourist services, airline tickets, hotels etc in order to plan their trips In–trip stage tourists start their trip and ends when they arrive to their first departure or finish their trip Post –trip stage the services which tourist service providers offer their customers after their trip.
  8. 8. Computer Reservation System (CRS – 1950s) Global Distribution Systems (GDSs) in the 1980s.)
  9. 9. and now… • 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).
  10. 10. 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
  11. 11.  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
  12. 12. 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
  13. 13.  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?"
  14. 14.  Find out the factor of Satisfaction in using etourism website comparing with traditional travel agency  Find out the impact of customer satisfaction in tourism industry
  15. 15.  Procedure of the Research  Data Collection  Purpose of the Research  Result
  16. 16.  Data Collection: - Determine the subject of the research: - Internet User based on the Age - Internet User based on the Education background  Questionnaire
  17. 17. Data of Internet User by the Ages http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-
  18. 18. Data of Internet User based on the Education http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-
  19. 19.    To find out the effectiveness of using etourism 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
  20. 20.  Survey Questionnaire
  21. 21.  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.
  22. 22. Thank You
  23. 23. 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
  24. 24. 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
  25. 25. SYSTEM OF TOURISM DISTRIBUTION Tourism Tourism Producers Producers :: Accommodations, Accommodations, Airline, other Airline, other transport, transport, Recreations, Recreations, restaurants, etc restaurants, etc WEB POTENTIAL POTENTIAL TOURISTS TOURISTS TRADITIONAL INTERMEDIARIES : -Travel Agencies -Tour Operators -Tours Associations --Hotel Chains
  26. 26. Background of the problem
  27. 27. Technology conecting people
  28. 28. REALITA PENGGUNA INTERNET

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