The Role of Ict in Tourism Industry: Journal of Applied Economics and Business

Journal of Applied Economics and Business
THE ROLE OF ICT IN TOURISM

INDUSTRY
Anand Bethapudi*
National Institute of Tourism & Hospitality Management, Telecom Nagar, Gachibowli, Hyderabad,
A.P., India
nithm.anand@gmail.com
Abstract
The Information Communications Technologies (ICT) plays a major role in tourism, travel and
hospitality industry. The Integration of ICT in the tourism industry is an essential for success of
tourism enterprise. ICT facilitates an individual to access the tourism products information from
anywhere any time. Tourism enterprises can also reach the targeted customers across the globe in a
single click on the keypad after emergence of mobile computers, web technologies etc. The purposive
sample of 112 managers of tourism, travel and hospitality enterprises in India were surveyed through
a questionnaire with the Managing Directors, Directors, General Managers, Team Leaders and Senior
Managers. The present study explores the business development, revenue generation, minimization
of cost and reaching the customers. The paper explains the gaps between tourism business and ICT
influence and suggests measures to fill the gaps in tourism enterprises. The strategic goal is to
integrate ICT with tourism that will enable more accessibility, visibility of information, availability of
variety of products and satisfaction.
Key words
Tourism; ICT; Integration; e-Tourism.
INTRODUCTION
Information communication technologies (ICTs) have been transforming tourism
globally. The ICT driven re-engineering has gradually generated a new paradigmshift, altering the industry structure and developing a whole range of opportunities
and threats. ICTs empower consumers to identify, customize and purchase tourism
products and support the globalization of the industry by providing tools for
developing, managing and distributing offerings worldwide. Increasingly ICTs play
a critical role for the competitiveness of tourism organizations and destinations. ICTs
are becoming a key determinant of organizational competitiveness. The
enhancements in ICTs capabilities, in combination with the decrease of the size of
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JOURNAL OF APPLIED ECONOMICS AND BUSINESS, VOL.1, ISSUE 4 DECEMBER, 2013, PP. 67-79
Anand Bethapudi
The Role of ICT in Tourism Industry
equipment and ICTs costs, improved the reliability, compatibility and interconnectivity of numerous terminals and applications. ICTs provide a powerful tool
that can bring advantages in promoting and strengthening the tourism industrys
strategy and operations.
Scenario of Global Tourism Industry
Compared to other sectors of the global economy, the tourism industry is one of the
fastest growing, accounting for more than one third of the total global services trade.
International tourist arrivals have grown by 4.3% between 1995 and 2008. In recent
years, air transport has increased more than surface transport and the expansion of
low-cost air travel has greatly altered the industry in many regions. Figure 1
provides statistics to demonstrate the visitor objectives characterizing inbound
tourism in 2011.
FIG. 1 INBOUND TOURISM BY PURPOSE OF VISIT, 2011

Source: UNWTO Report (2008)
Trends in Tourism Industry

Demand for international tourism maintained momentum in 2011. International
tourist arrivals grew by 4.6% to reach 983 million worldwide, up from 940 million in
2010. Europe, which accounts for over half of all international tourist arrivals
worldwide, was the fastest-growing region, both in relative terms (+6% tied with
Asia and the Pacific) and absolute terms 929 million more visitors). The Middle East
(-8%) and North Africa (-9%) were the only (sub)regions to record a decline in
arrivals, due to the Arab spring and political transitions in the region. International
tourism receipts for 2011 are estimated at US$ 1,030 billion worldwide, up from US$
928 billion in 2010 (+3.9% in real terms), setting new records in most destinations
despite economic challenges in many source markets.
According to monthly and quarterly data for 2012 included in the UNWTO World
Tourism Barometer, international tourist arrivals worldwide grew at a rate of 5% in
the first four months of 2012, consolidating the growth trend that started in 2010.
Forecasts prepared by UNWTO in January 2012 point to growth of 3% to 4% in
international tourist arrivals for the full year 2012.
Over the past six decades, tourism has experienced continued expansion and
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diversification, becoming one of the largest and fastest- growing economic sectors in
the world. Many new destinations have emerged, challenging the traditional ones of
Europe and North America. Despite occasional shocks, international tourist arrivals
have shown virtually uninterrupted growth from 277 million in 1980 to 528 million
in 1995, and 983 million 2011. According to Tourism Towards 2030, UNWTOs
recently updated, long term outlook and assessment of future tourism trends, the
number of tourist arrivals worldwide is expected to increase by 3.3% a year on
average from 2010 to 2030. This represents some 43 million more international
tourist arrivals every year reaching a total of 1.8 million arrivals by 2030.
The Role of ICT in Tourism
Effective and high-speed ICT infrastructure and software applications in the tourism
and hospitality industry are crucial for tourism development. ICTs allow customer management relations and supply chain management to be combined into a single
source that facilitates a variety of operations - product selection, ordering,
fulfillment, tracking, payment and reporting to be performed with one easy-to use
tool. ICTs ultimately cut costs by enabling the provider to be in direct contact with
the consumer and also impact employment through the need for required
maintenance of ICT equipment. Management within tourism companies use ICTs to
undertake a range of tasks that enhance the efficiency of employees in the
workplace, notably online reservations.
The development of ICTs has also led to changes in demand and supply. A higher
demand for flexible, individualized options and quality of information has
personalized leisure and tourism behavior, a consequence of increased ICT use.
Through new technology and social and economic ratings (e.g., social media
platforms like Facebook, Twitter, blogs) customers have the ability to share
information and research ratings on destination, quality of service in hotels and
restaurants and environmental and social conditions. Number of hotels (e.g., Marriot
Hotels and Resorts, Ritz Carlton Hotels, Hyatt Hotels and Resorts) have
strengthened their brand image and communicate directly with their customers by
posting links to a press release or promoting new package through Twitter.
E-Tourism - Demand and Technology-driven Revolution
The Internet revolutionizes flexibility in both consumer choice and service delivery
processes. Customers have become much more sophisticated and discerning. This is
because they have experienced high levels of service and because the standard of
living has grown considerably. As a result, tourists have become more demanding,
requesting high-quality products and value for their money and, perhaps more
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Anand Bethapudi
importantly, value for time. This reflects peoples shortage of time. Having been
exposed to several tourism products and destinations, experienced, sophisticated;
demanding travelers rely heavily on electronic media to obtain information about
destinations, as well as to be able to communicate their needs and wishes to
suppliers rapidly.
FIG. 2 E-TOURISM, IT FOR STRATEGIC TOURISM MANAGEMENT

Source: Buhalis, D. (2003: 77)
E-Tourism Impacts on Marketing Mix

ICTs provide unique opportunities for innovative organizations to redesign tourism
products to address individual needs and to satisfy consumer wants. ICTs have also
become part of the core product, especially for business travelers who now expect
certain facilities to be available during their trip. The internet and the World Wide
Web have revolutionized the promotion and communication functions of tourism.
ICTs can reduce commission costs. Expedia, eBookers, to emerge and gain a
significant market share, propelling a reintermediation in the distribution channel.
E-Airlines
In 1962, American Airlines introduced its SABRE Computerized Reservations
Systems (CRS) to in the place of manual reservations on display boards where
passengers were listed and travel agencies had to locate the best routes and fares for
their customers in a manual and then telephone for availability, reservation and
confirmation before issuing a ticket manually.
The lodging industry is the most under-automated segment of the international
travel industry. Property Management Systems (PMSs) were introduced to facilitate
the front office, sales, planning and operation functions. This was achieved by
administering a database with all reservations, rates, occupancy and cancellations,
thus managing the hotel inventory. Hospitality organizations increasingly use
computerized systems to improve their inventory management, communicate with
their interaction with consumers and reduce some of their operational costs.
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E-Hospitality
ICTs have penetrated hospitality management at a fast pace, integrating the hotel
operations, reshaping the marketing function, improving total efficiency, providing
tools for marketing research and partnership building, and enhancing customer
services, while also providing strategic opportunities. In addition, consumers
increasingly expect ICT facilities in their rooms; internet access via the television set
and data ports have become standard for higher hotel categories. The Internet has
improved the hotel representation and reservation processes dramatically. Bookings
through the web is particularly convenient for customers who frequent the hotel as
that provides an efficient and effective communication mechanism. The greater the
capacity, number of departments, transactions, arrivals, departures and reservations,
the greater the need for technologies to facilitate the processes. Further integration
between PMSs and Hotel CRSs can improve efficiency, facilitate control, reduce
personnel and minimize the response time to both customers and management
requests.
E-Tour Operators
Tour operators need constantly to interact with all their partners, including
accommodation and transportation principals, ICTs are also critical for the
distribution of tour operators packages. The introduction of the Internet, Intranets
and Extranets as strategic tools has as strategic tool has a number of benefits for tour
operators. The co-ordination and exchange of timely information is important
because it allows tour operators to
co-ordinate activities, to resolve potential
problems and to ensure that customer requirements are communicated to all
principals delivering the tourism product. Strategically, ICTs play a critical role for
tour operators. For example, Kuoni allows consumers to alter their tourism package
online and to build their own itinerary by making it possible to extend the trip,
change accommodation, meal plans and add value added services such as car
rentals, scuba-driving lessons.
However, it is quite evident that tour operators will need to shift their focus from the
information provision and the reservation mechanism to a strategic role of adding
value to the product and the process. Tour operators will therefore need to re-assess
their core values and identify specific market segments that they can satisfy in the
future.
E-Travel agencies
ICTs have introduced major improvements in the internal organization of travel
agencies. By integrating their back-office (e.g., accounting, commission monitoring,
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Anand Bethapudi
and personnel) and front Office (customers history, itinerary development, ticketing
and communication with suppliers) functions, travel agencies have achieved
significant synergies, efficiencies and cost savings. As transactions made in branch
offices can automatically be reported back to the head office, tighter financial control
can be achieved.
In addition, transactions provide invaluable marketing research data, which can
almost instantly report market movements and aid tactical decisions. At the
individual level, CRM systems support agencies in tracking the activity of their
efficiency, control and competitiveness. Storing information in data warehouse can
also help them to develop proactive marketing tools in order to target individual
customers with specialized products, thereby increasing the value added services
offered to each customer, and to defend themselves against disintermediation.
Hence, agencies need to utilize updated ICT on par with the suppliers and
customers usage.
E-Destinations
Destination management System (DMS) have been used to integrate the entire
tourism supply at the destination. Their contribution to strategic management and
marketing is demonstrated by their ability to integrate all stakeholders at
destinations and to reach global market.DMS offering innovative information and
sometimes facilitating reservations. Destination Integrated Computerized
Information Reservation Management Systems (DICIRMS) address entire range of
needs and services required by both tourism enterprise and consumers for specific
destinations. DICRIMS provide the infostructure for communications and business
processes between all stake holders, including consumers, principals, distributors
and destination marketing organizations.
NEED FOR THE STUDY
The tourism industry in India is in growth stage and has a high potentiality to grow
and equipped with the number of tourist destinations to attract domestic and
international tourists. After emergence of low cost aircraft services, India has more
growth potential. However, the satisfaction level of the tourist is not high in terms of
ICT in India. The UNWTO has ranked tourism industry in India at 61st position as a
matter of competitiveness. The number of inbound tourists reached one billion in
2012. Therefore, Indian tourism has strengthen to prepare to attract maximum
number of domestic and international tourists. In this study, the ICT plays a vital
role in promoting, integrating and building brand loyalty in Indian tourism.
Government, entrepreneurs, management and employees in tourism and hospitality
industry are the major contributors for the development of tourism. Hence, there is a
need to study the ICT role and its implementation to increase the profitability of
Indian tourism industry.
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OBJECTIVES
i)
To identify the role of ICT in tourism industry;
ii)
To find the gaps in level of usage of ICT in tourism industry in India;
iii)
To analyse the opinion of industry top executives towards ICTs in tourism in
India; and
iv)
To suggest measures to improve the profitability by implementing ICTs in
Tourism.
Sample and procedures
To achieve the objectives of the study, the research has been focused on scenario of
international tourism trends and role of ICTs in the tourism by referring UNWTO,
OECD, ILO reports, as well as globally reputed standard textbooks and journals.
To identify the gaps in the levels of usage of ICTs in tourism and to analyze the
opinion of the managers and to suggest the measures, a five point scale
questionnaire has been prepared by understanding the industry literature,
observing, understanding and consulting industry experts and professors. 112
professionals responded across India and the responses have been recorded online
and offline using a questionniare. The responses are being represented in the form of
horizontal bar diagrams and pie charts (Figure 3).
FIG. 3 SECTOR vs RESPONDENTS
Among 112 respondents, 41% are from tourism organizations, 15% of the
respondents are from the Airlines, travel and tour operations, and 37% are from
hospitality industry. The average experience of the respondents is 8.4 years in the
industry, ranging from 1-35 years. The respondents are located in different parts of
the country. The primary data is collected during the months of October-November,
2012.
Scope of the research
The research study has been conducted in tourism organizations, travel agents,
hotels, restaurants, resorts, professionals in tourism, travel and hospitality industry
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Anand Bethapudi
across the India.

Limitation of the Study
-
The respondents are from the industrial employees only;
The respondents are from India only; and
The study is conducted in two months only.
Gaps in ICTs in tourism, travel & hospitality industry

i)
Most Indian tourism, travel and hospitality websites are not mobile ready;
ii)
Top level managements are not aware of updated;
iii)
ICTs employees are not trained in usage of ICT;
iv)
Many of the enterprises are operating with the traditional tools;
v)
Majority of enterprises are not integrated with the updated ICTs;
vi)
Most of enterprises are not utilizing social media for business development
purpose;
vii)
The internet connectivity is not available everywhere across the country.
Data Representation and Interpretation

Furthermore, the interpretations for each statement responded from the sample are
additionally addressed.
FIG. 4 UPDATED WEBSITES WITH IMPROVED TECHNOLOGY
Interpretation regarding Figure 4: 93% of the respondents agree that the updated
website has vital role in improvement the business potentiality. Only 1% of the
respondents disagree with this statement.
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FIG. 5 SOCIAL MEDIA IN MARKETING
Interpretation regarding Figure 5: 90% of the respondents agree that social media is
an effective in promotion online and marketing tool for enterprises. Only 5% of the
respondents disagree.
FIG. 6 INTERNET MEDIUM VS.MASS MEDIUM
Interpretation regarding Figure 6: 86% of respondents agree that Internet has equal
role with the TV, newspapers and radio. Only 9% of the respondents disagree.
FIG. 7 SEARCH ENGINE OPTIONS FOR TOURISM PRODUCTS
Interpretation regarding Figure 7: 88% of the respondents agree that the Google
pages play significant role in promoting. 7% of the respondents disagree with this
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Anand Bethapudi
statement.
FIG. 8 CORE BANKING AS A TOURISM FINANCIAL OPERATIONS
Interpretation regarding Figure 8: 93% of the respondents agree that the core
banking has more role to play in tourism financial transactions. Only 2% of
respondents disagree on this statement.
FIG. 9 ICT AND ON-LINE RESERVATION
Interpretation regarding Figure 9: 91% of the respondents agree that online

reservation system is essential to sell the products and services. 2% of the
respondents disagree with this statement.
FIG. 10 MOBILE COMMUNICATION IN TOURISM
Interpretation regarding Figure 10: 89% of the responds agree that the role of mobile
commerce is very high in tourism industry. Only 6% of the respondents disagree.
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FIG. 11 WEBSITE AS A DIRECT PRODUCT DISTRIBUTION
Interpretation regarding Figure 11: 74% of the respondents agree that the websites
may reduce the tourism intermediaries. Yet, 12% of the respondents disagree the
statement, which is somehow significant.
FIG. 12 AWARENESS OF VIRTUAL TOUR
Interpretation regarding Figure 12: 71% of the respondents agree that they are aware
of the virtual tour and 24% of the respondents have opposite opinion.
FIG. 13 VIRTUAL TOUR AS A PULL FACTOR
Interpretation regarding Figure 13: 76% of the respondents agree that the Virtual
tour acts as a online marketing pull factor and 1% disagree the statement.
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Anand Bethapudi
FIG. 14 MATIVENESS OF ICT IN TOURISM
Interpretation on Figure 14: 86% of the respondents agree that they will readily
accept the ICTs trends to reduce costs and 3% of the respondents did not support
this statement.
ANALYSIS
From the analyses, we may conclude that the ICT plays a major role in the
development of Tourism and therefore is an inevitable part of tourism industrys
expansion. Most of the hotels & tourism organizations need to be upgraded with the
latest ICT trends. Travelling is one of the important things in tourism so on-line
reservations, particularly for accommodation, plays an important role. More
awareness must be done on process of information and training is needed in India
for ICT at various levels of tourism, travel and hospitality enterprises. So, tourism
education in India should focus on ICT trends. India should work on penetration of
ICT into the masses, which are essential for its success. One may note that this is the
most efficient way to do business in tourism industry. In this line, tourism
organizations should provide more services to customers which is easily access to
everyone in their places. The Government of India possesses huge amount of
responsibility in streamlining the usage of ICT amongst stake holders (B to B) and
clientele (B to C). The Tourism websites should be upgraded and updated
continuously. There is a need of more facilities for B2C as well as B2B for mode of
payment through mobile phones for their bookings.
Suggested Strategies
The Enterprises websites should be upgraded and updated with the latest
technologies to increase the business potentiality. The governments and enterprises
should encourage and train the industry in terms of utilizing the social media. The
governments should see that the high speed Internet availability and affordability to
reach common man and prices of the computer systems should go down further.
The awareness for the stakeholders towards Google search should be provided.
Enterprises should integrate all departments through ICT. High-speed internet
facilities should be provided by the government and power failures should be
78
avoided. The government should encourage the development of mobile commerce

(e.g., promotion, payments etc.,) and should be integrated within tourism industry.
CONCLUSION
It is essential that the current information and communications technologies should
be updated, upgraded and seamless integration both internally and externally
should be done to improve the tourism business operations. The integration of ICT
in tourism would benefit both, service providers and customers bringing together
other stakeholders as well, on a common platform. The selection of right information
communications technology tool is crucial to match the customer requirements with
service dimensions. The proliferation of technology throughout tourism distribution
channels and professionals use the new tools in order to retrieve information,
identify suitable products and perform reservations. ICTs integration provides a
powerful tool that brings advantage in promoting and strengthening tourism
industry.
Acknowledgements
Particular gratitude is due to Dr. P. Narayana Reddy Director, NITHM, Dr. J.
Krishnaiah DGM, APSFC, and Dr. G. V. R. K. Acharyulu Associate professor,
Hyderabad Central University for their continuous encouragement and exceptional
research guidance.
REFERENCES
Buhalis, D. and Costa, C. (2006). Tourism Management Dynamics, Elsevier
Burlington publishers.
Cooper, C., Fletcher, J., Fyall, A., Gilbert, D. and Wanhill, S. (2005). Tourism
Principles and practices, Third Edition, Pearson Education.
ILO. (2010). Developments and challenges in the hospitality and tourism sector,
Report by International Labour office, Geneva.
Pender, L. and Sharpley, R. (2005). The management of tourism, Sage publications,
New Delhi.
OECD. (2010). Tourism trends in the OECD area and beyond, in Tourism Trends and
policies.
UNWTO. (2009). Tourism Highlights, Madrid.
UNWTO. (2010). World Tourism Barometer, Madrid, June.
UNWTO. (2012). Tourism Highlights 2012, Madrid.
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