Using Technology to Attract Tourists and Enhance Customer Satisfaction

Nicola Wakelin-Theron () and Sintu Santu
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Nicola Wakelin-Theron: University of Johannesburg
Sintu Santu: University of Johannesburg

Chapter Chapter 14 in Tourism and Hospitality for Sustainable Development, 2024, pp 251-272 from Springer

Abstract: Abstract The travel and tourism industry’s use of technology has enhanced visitors’ experiences at tourist attractions. Innovative technology supports tourism attractions to increase visitor happiness and be conscious of enhancing visitors’ experiences. However, some travellers demand a digital detox vacation. This study aims to determine the different types of technological media used to improve visitor experiences at tourist attractions—a qualitative research design employed structured interviews for data collection. SCI-BONO and the Cradle of Humankind are the case study tourist attractions. The author purposely recruited managers for the interviews. The findings suggest that tourist sites use different types of technology to increase visitor numbers and enhance visitor experiences, as the displays and information they communicate differ. The findings also suggest that attractions are exploring new technological media to attract visitors in the future. However, the future technology type still needs to be clarified. Technological media may considerably improve visitors’ experiences at tourist attractions. This study can conclude that the two attractions considered advance their technological infrastructure to satisfy tourists.

Keywords: Customer satisfaction; Digitalisation; Fourth Industrial Revolution; Technology; Tourism (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-63077-4_14

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DOI: 10.1007/978-3-031-63077-4_14

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