Connecting the Connected: How Is Sri Lanka Prepared to Respond to Digital Tourists?

R. S. S. W. Arachchi (), J. A. R. C. Sandaruwani and G. V. H. Dinusha
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R. S. S. W. Arachchi: Sabaragamuwa University of Sri Lanka
J. A. R. C. Sandaruwani: Sabaragamuwa University of Sri Lanka
G. V. H. Dinusha: Sabaragamuwa University of Sri Lanka

Chapter Chapter 22 in Technology Application in Tourism in Asia, 2022, pp 367-382 from Springer

Abstract: Abstract Technology and travel joint force reinvent the travel cycle in the twenty-first century. Modern travelers demand immediate assistance, seamless experience and personalized content and services than ever before. Internet, Mobile Technology, Cloud Computing, Artificial Intelligence (AI), Robotics, Augmented Reality (AR), Virtual Reality (VR), Internet of Things (IoT), and Big Data give travelers an unbridled sense of freedom, convenience with the instant access to any information. Further, it personalizes the vacation and provides instant booking and social sharing on digital spaces. This study focusses on how Sri Lanka, as a tourism destination, adapt the technological trends into its supply system. This study focused on four major operators in the tourism industry; hoteliers, restauranteurs, airlines and tour operators. The data were collected based on semi-structured interviews and observations. The study’s results and discussion highlight the prevailing technological kick-ups within leading hoteliers, restaurants, airlines, and tour operators in Sri Lanka. Digital transformation and technology adaption across the accommodation sector identified virtual tours, augmented reality content, mobile check-in, self-check-in kiosks, digital concierge, cloud-based Property Management Systems (PMS), smart rooms. Restaurants in Sri Lanka are investing in digital enhancements that appeals to all of the senses of hyper-connected mentality via robot waiters, online food ordering and delivery apps, digital menus with customizing options, self-service mobile apps. Sri Lankan Airline as the only airline operator in the country, is reshaping the flying experience expanding mobile commerce via Sri Lankan Airlines App, e-wallets, security technologies, including robot inspection dog, self-service check-in kiosks, VR entertainment on flights, and in-flight Wi-Fi. Travel agencies adapt technology to streamline their operations, boost operational performances, personalize online tour planning, and multiple digital marketing facets to attract tech-savvy travelers.

Keywords: Digital tourists; Revolutionized tourism; Smart tourism; Sri Lanka (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-5461-9_22

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DOI: 10.1007/978-981-16-5461-9_22

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