Preparedness of Sri Lanka as a smart tourism destination to cater the digital tourists.

Key finding of the study

The results show the importance of technology and operation system automation, which can play a vital role in the presence of repetitive, rule-based tasks.

Authors

Arachchi R.S.S.W., Sabaragamuwa University of Sri Lanka

Sandaruwani J.A.R.C., Sabaragamuwa University of Sri Lanka 

Dinusha G.V.H., Sabaragamuwa University of Sri Lanka

Summary of the study

Offering on-demand services to the guests via automation doesn't replace the customized extended service traditionally provided by hotel staff but instead satisfies an extra customer service grounded by conveniences and quickness. The more time the staff saves in the absence of routine tasks, the more time they can spend interacting with their guests and providing more memorable customer service experiences with high-touch guest experiences that cannot be automated. Sri Lankan DMCs have to compete with giant international B2C platforms that have an endless budget for e-marketing hence many DMCs rely on conventional tour operators to support basic email communication which is prolonged. In the context of Airlines, Sri Lanka is still in the primary stage of digitalization. Sri Lankan airlines should identify the digital transformation adoption to transform processes across the airline. Authorities have to consider the expansion of technology adaptation and the generation of revenue from digital businesses creating a digital marketplace. 

Published in  

Technology Application in Tourism in Asia. (Springer Publication)

Link to the article   

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