ICT APPLICATIONS IN TOURISM AND HOSPITALITY INDUSTRY OF BANGLADESH: A RESEARCH REVIEW
Keywords:
ICT Application, Tourism and Hospitality Industry, Literature Review, Content Analysis
Abstract
The ICT application in the tourism and Hospitality Industry (THI) is not a new phenomenon in advanced countries. Despite having the immense importance of ICT in the tourism and hospitality industry, many countries are yet to reasonable use especially in developing countries like Bangladesh. Thus, this study is highly emphasized in exploring the usage patterns of ICT in THI. An extensive literature review has been done and content analysis techniques have been applied in this study to attain the research objectives. The analysis reveals that the ICT plays an important role in the real life of the tourism and hospitality industry. It is found that ICT is used for e-marketing, e-strategic management, ensuring security and rendering tourism and hospitality services which are also applicable in Bangladesh. In fact, the application should recognize five factors- Organizational, Technical, Economic, Environmental and Personal. The contributors of the study are expecting that the outcome of the study will help to construct a framework that could be supportive to improve the present condition of ICT application and will also open a new horizon for destination operators and policymakers for formulating effective tourism and hospitality development policies and strategies in tourism and hospitality industry in Bangladesh.
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References
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Buhalis, D., & Leung, R. (2018). Smart hospitality—Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41-50.
Buhalis, D., & Michopoulou, E. (2011). Information-enabled tourism destination marketing: addressing the accessibility market. Current issues in Tourism, 14(2), 145-168.
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Burgess, S., & Paguio, R. (2016). Examining ICT application adoption in Australian home-based businesses. Journal of Enterprise Information Management.
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Chevers, D. A. (2015). Evaluating the impact of ICT usage on the performance of Jamaican hotels: A conceptual perspective. Journal of Tourism and Hospitality Management, 3(1-2), 22-31.
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Dorcic, J., Komsic, J., & Markovic, S. (2019). Mobile technologies and applications towards smart tourism–state of the art. Tourism Review.
Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2013). An evaluation of Spanish hotel websites: Informational vs. relational strategies. International Journal of Hospitality Management, 33, 228-239.
Fan, D. X., Buhalis, D., & Lin, B. (2019). Tourists' online and face-to-face social contact and destination immersion. e-Review of Tourism Research, 16(2-3), 224-233.
Firoiu, D., & CROITORU, A. G. (2015). The information and communication technology–impact on the hospitality industry in Romania. Ecoforum Journal, 4(1), 4.
Grimm, K. E., & Needham, M. D. (2012). Internet promotional material and conservation volunteer tourist motivations: A case study of selecting organizations and projects. Tourism Management Perspectives, 1, 17-27.
Hasan, M. N. (2012). Prospects Of E-Tourism Ecosystem In Bangladesh: Services And Infrastructure.
Hays, S., Page, S. J., & Buhalis, D. (2013). Social media as a destination marketing tool: its use by national tourism organisations. Current issues in Tourism, 16(3), 211-239.
Hua, N. (2020). Do information technology (IT) capabilities affect hotel competitiveness? Journal of Hospitality and Tourism Technology.
Hughes, K., & Moscardo, G. (2019). ICT and the future of tourist management. Journal of Tourism Futures.
Islam, S. (2012). E-Business - A Tool to Enhance Tourism Industry: A Study on Bangladesh.
Jeong, C., Holland, S., Jun, S. H., & Gibson, H. (2012). Enhancing destination image through travel website information. International journal of tourism research, 14(1), 16-27.
Kant, K. (2020). Bangladesh's per capita GDP now higher than eastern and northeastern India. Business Standard. Retrieved from https://www.business-standard.com/article/economy-policy/bangladesh-s-per-capita-gdp-now-higher-than-eastern-and-northeastern-india-120021201715.
Karim, Z. (2018). The impact of social media on tourism industry growth in Bangladesh. International Journal of Economics, Commerce and Management, United Kingdom, 463-482.
Kazandzhieva, V. (2012). Impact of e-commerce on travel intermediaries in Bulgaria. European Journal of Tourism Research, 5(1), 84.
Keske, C., & Smutko, S. (2010). Consulting communities: using audience response system (ARS) technology to assess community preferences for sustainable recreation and tourism development. Journal of Sustainable Tourism, 18(8), 951-970.
Kim, J., & Tussyadiah, I. P. (2013). Social networking and social support in tourism experience: The moderating role of online self-presentation strategies. Journal of Travel & Tourism Marketing, 30(1-2), 78-92.
Kim, J. S., Farrish, J., & Schrier, T. (2013). Hotel information technology security: do hoteliers understand the risks? International Journal of Hospitality & Tourism Administration, 14(3), 282-304.
Kim, M.-J., Lee, C.-K., & Chung, N. (2013). Investigating the role of trust and gender in online tourism shopping in South Korea. Journal of Hospitality & Tourism Research, 37(3), 377-401.
Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
Koo, B., Mantin, B., & O'Connor, P. (2011). Online distribution of airline tickets: Should airlines adopt a single or a multi-channel approach? Tourism management, 32(1), 69-74.
Kwok, L., & Yu, B. (2013). Spreading social media messages on Facebook: An analysis of restaurant business-to-consumer communications. Cornell Hospitality Quarterly, 54(1), 84-94.
Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management.
Leung, R. (2019). Smart hospitality: Taiwan hotel stakeholder perspectives. Tourism Review.
Lu, J., Mao, Z., Wang, M., & Hu, L. (2015). Goodbye maps, hello apps? Exploring the influential determinants of travel app adoption. Current issues in Tourism, 18(11), 1059-1079.
Luna-Nevarez, C., & Hyman, M. R. (2012). Common practices in destination website design. Journal of destination marketing & management, 1(1-2), 94-106.
Matin, I., Bhattacharjee, A., Ahmed, S., Das, C. N., Jahan, N., Morshed, K. A. M., Rahman, A. M., Islam, M. M., Hamid, N. N. (2019). Youth of Bangladesh-Agents of Change? Youth Survey 2018.
McCabe, S., Sharples, M., & Foster, C. (2012). Stakeholder engagement in the design of scenarios of technology-enhanced tourism services. Tourism Management Perspectives, 4, 36-44.
Mills, J. E., Meyers, M., & Byun, S. (2010). Embracing broadscale applications of biometric technologies in hospitality and tourism. Journal of Hospitality and Tourism Technology.
Mowla, M. M. (2019). E-Tourism: An Innovative and Sustainable Approach to Appreciate the Economic Growth in Bangladesh.
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Parvez, M., & Kashem, M. J. B. (2018). Young tourists’ attitude towards domestic tourism: A study on Bangladesh. Problems and perspectives in management(16, Iss. 3), 117-129.
Patwary, A. K., Chowdury, M. M., Mohamed, A. E., & Azim, M. S. (2020). Dissemination of Information and Communication Technology (ICT) in tourism industry: Pros and cons. International Journal of Multidisciplinary Sciences and Advanced Technology, 1(8), 36-42.
Quarshie, J. M., & Amenumey, E. K. (2018). Utilisation of information and communication technologies in hotel operations in the central region of Ghana. Journal of Hospitality Management and Tourism, 9(1), 1-13.
Rong, J., Vu, H. Q., Law, R., & Li, G. (2012). A behavioral analysis of web sharers and browsers in Hong Kong using targeted association rule mining. Tourism management, 33(4), 731-740.
Ruiz-Gómez, L. M., Rodríguez Fernández, L., & Navio-Marco, J. (2018). Application of communication technologies (ICT) within the tourism industry in the European Union. Turizam: međunarodni znanstveno-stručni časopis, 66(2), 239-245.
Salguero, A. G., & Espinilla, M. (2018). Ontology-based feature generation to improve accuracy of activity recognition in smart environments. Computers & Electrical Engineering, 68, 1-13.
Sardar, S., Hossain, M. E., Hossain, M. I., & Islam, M. (2020). Factors affecting visitor’s satisfaction: an empirical study on the Paharpur Buddha Vihara, Naogaon, Rajshahi. Int. J. Manag. Account, 2(4), 61-73.
Schroeder, A., Pennington-Gray, L., Donohoe, H., & Kiousis, S. (2013). Using social media in times of crisis. Journal of Travel & Tourism Marketing, 30(1-2), 126-143.
Sigala, M. (2012). Exploiting web 2.0 for new service development: Findings and implications from the Greek tourism industry. International journal of tourism research, 14(6), 551-566.
Silverio-Fernández, M., Renukappa, S., & Suresh, S. (2018). What is a smart device?-a conceptualisation within the paradigm of the internet of things. Visualization in Engineering, 6(1), 3.
Spencer, A. J., Buhalis, D., & Moital, M. (2012). A hierarchical model of technology adoption for small owner-managed travel firms: An organizational decision-making and leadership perspective. Tourism management, 33(5), 1195-1208.
Sultana, S. (2016). Economic contribution of tourism industry in Bangladesh. Journal of Tourism, Hospitality and Sports, 22, 55-54.
Tichaawa, T. M., Mhlanga, O., & Sicwebu, S. (2017). The impact of information communication technologies (ICTs) on tourism businesses in East London, South Africa. Acta Universitatis Danubius. Œconomica, 13(3).
Wang, C., Lee, M. K., & Hua, Z. (2015). A theory of social media dependence: Evidence from microblog users. Decision support systems, 69, 40-49.
Wang, D., Park, S., & Fesenmaier, D. R. (2012). The role of smartphones in mediating the touristic experience. Journal of Travel Research, 51(4), 371-387.
White, M. D., & Marsh, E. E. (2006). Content analysis: A flexible methodology. Library trends, 55(1), 22-45.
Winarso, W. (2020). Technology, Social Media and Behaviour of Young Generation in Indonesia; A Conseptual Paper. International Journal of Scientific & Technology Research, 9(4), 986-989.
World Tourism Organization (WTO). (2007). A practical guide to tourism destination management. World Tourism Organization.
WTTC. (2020a). BANGLADESH 2020 ANNUAL RESEARCH: KEY HIGHLIGHTS.
WTTC. (2020b). Economic Impact Reports. Retrieved from https://wttc.org/Research/Economic-Impact
Yuan, Y., Tseng, Y.-H., & Ho, C.-I. (2019). Tourism information technology research trends: 1990-2016. Tourism Review.
Yu, X., Anaya, G. J., Miao, L., Lehto, X., & Wong, I. A. (2018). The impact of smartphones on the family vacation experience. Journal of Travel Research, 57(5), 579-596.
Adeyinka-Ojo, S. (2018). A strategic framework for analysing employability skills deficits in rural hospitality and tourism destinations. Tourism Management Perspectives, 27, 47-54.
Antonio, L. (2011). World tourism organization (unwto) affiliate members am-reports. Technology in Tourism, 1(1), 1-21.
Ahmad, R., & Scott, N. (2019). Technology innovations towards reducing hospitality human resource costs in Langkawi, Malaysia. Tourism Review.
Andreu, L., Aldás, J., Bigné, J. E., & Mattila, A. S. (2010). An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships. Tourism management, 31(6), 777-787.
Ashari, H. A., Heidari, M., & Parvaresh, S. (2014). Improving SMTEs’ business performance through strategic use of information communication technology: ICT and tourism challenges and opportunities. International Journal of Academic Research in Accounting, Finance and Management Sciences, 4(3), 1-20.
Banyai, M., & Havitz, M. E. (2013). Analyzing travel blogs using a realist evaluation approach. Journal of Hospitality Marketing & Management, 22(2), 229-241.
Berne, C., Garcia-Gonzalez, M., & Mugica, J. (2012). How ICT shifts the power balance of tourism distribution channels. Tourism management, 33(1), 205-214.
Bethapudi, A. (2013). The role of ICT in tourism industry. Journal of applied economics and business, 1(4), 67-79.
Blanco, J. (2011). Understanding and managing innovation and technological change: a major opportunity for tourism organizations. World Tourism Organization (Ed.) Technology in Tourism, 5-6.
Boes, K., Buhalis, D., & Inversini, A. (2015). Conceptualising smart tourism destination dimensions Information and communication technologies in tourism 2015 (pp. 391-403): Springer.
BTRC. (July 2009). National ICT Policy 2009. Retrieved August 03, 2019 http://www.btrc.gov.bd/ict-policy
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: lessons from tourism and hospitality. Journal of Service Management.
Buhalis, D., & Leung, R. (2018). Smart hospitality—Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41-50.
Buhalis, D., & Michopoulou, E. (2011). Information-enabled tourism destination marketing: addressing the accessibility market. Current issues in Tourism, 14(2), 145-168.
Buhalis, D., & Wagner, R. (2013). E-destinations: Global best practice in tourism technologies and applications Information and communication technologies in tourism 2013 (pp. 119-130): Springer.
Burgess, S., & Paguio, R. (2016). Examining ICT application adoption in Australian home-based businesses. Journal of Enterprise Information Management.
Camprubí, R., & Coromina, L. (2016). Content analysis in tourism research. Tourism Management Perspectives, 18, 134-140.
Chevers, D. A. (2015). Evaluating the impact of ICT usage on the performance of Jamaican hotels: A conceptual perspective. Journal of Tourism and Hospitality Management, 3(1-2), 22-31.
Cobanoglu, C., Ayoun, B., Connolly, D., & Nusair, K. (2013). The effect of information technology steering committees on perceived IT management sophistication in hotels. International Journal of Hospitality & Tourism Administration, 14(1), 1-22.
Daily Star (2018). Number of tourists increasing in Bangladesh, The Daily Star. Retrieved from https://www.thedailystar.net/business/tourism/number-tourists-increasing-bangladesh-1563799
Demaitre, E. (2020). LG Electronics announces autonomous disinfection robot for business applications, The Robot Report. Retrieved from https://www.therobotreport.com/lg-electronics-autonomous-disinfection-robot-business-applications on February 2021.
De Ávila, A. L. (2011). World Tourism Organization (UNWTO) Affiliate Members AM Reports. Technology in Tourism, 1(10).
Dorcic, J., Komsic, J., & Markovic, S. (2019). Mobile technologies and applications towards smart tourism–state of the art. Tourism Review.
Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2013). An evaluation of Spanish hotel websites: Informational vs. relational strategies. International Journal of Hospitality Management, 33, 228-239.
Fan, D. X., Buhalis, D., & Lin, B. (2019). Tourists' online and face-to-face social contact and destination immersion. e-Review of Tourism Research, 16(2-3), 224-233.
Firoiu, D., & CROITORU, A. G. (2015). The information and communication technology–impact on the hospitality industry in Romania. Ecoforum Journal, 4(1), 4.
Grimm, K. E., & Needham, M. D. (2012). Internet promotional material and conservation volunteer tourist motivations: A case study of selecting organizations and projects. Tourism Management Perspectives, 1, 17-27.
Hasan, M. N. (2012). Prospects Of E-Tourism Ecosystem In Bangladesh: Services And Infrastructure.
Hays, S., Page, S. J., & Buhalis, D. (2013). Social media as a destination marketing tool: its use by national tourism organisations. Current issues in Tourism, 16(3), 211-239.
Hua, N. (2020). Do information technology (IT) capabilities affect hotel competitiveness? Journal of Hospitality and Tourism Technology.
Hughes, K., & Moscardo, G. (2019). ICT and the future of tourist management. Journal of Tourism Futures.
Islam, S. (2012). E-Business - A Tool to Enhance Tourism Industry: A Study on Bangladesh.
Jeong, C., Holland, S., Jun, S. H., & Gibson, H. (2012). Enhancing destination image through travel website information. International journal of tourism research, 14(1), 16-27.
Kant, K. (2020). Bangladesh's per capita GDP now higher than eastern and northeastern India. Business Standard. Retrieved from https://www.business-standard.com/article/economy-policy/bangladesh-s-per-capita-gdp-now-higher-than-eastern-and-northeastern-india-120021201715.
Karim, Z. (2018). The impact of social media on tourism industry growth in Bangladesh. International Journal of Economics, Commerce and Management, United Kingdom, 463-482.
Kazandzhieva, V. (2012). Impact of e-commerce on travel intermediaries in Bulgaria. European Journal of Tourism Research, 5(1), 84.
Keske, C., & Smutko, S. (2010). Consulting communities: using audience response system (ARS) technology to assess community preferences for sustainable recreation and tourism development. Journal of Sustainable Tourism, 18(8), 951-970.
Kim, J., & Tussyadiah, I. P. (2013). Social networking and social support in tourism experience: The moderating role of online self-presentation strategies. Journal of Travel & Tourism Marketing, 30(1-2), 78-92.
Kim, J. S., Farrish, J., & Schrier, T. (2013). Hotel information technology security: do hoteliers understand the risks? International Journal of Hospitality & Tourism Administration, 14(3), 282-304.
Kim, M.-J., Lee, C.-K., & Chung, N. (2013). Investigating the role of trust and gender in online tourism shopping in South Korea. Journal of Hospitality & Tourism Research, 37(3), 377-401.
Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
Koo, B., Mantin, B., & O'Connor, P. (2011). Online distribution of airline tickets: Should airlines adopt a single or a multi-channel approach? Tourism management, 32(1), 69-74.
Kwok, L., & Yu, B. (2013). Spreading social media messages on Facebook: An analysis of restaurant business-to-consumer communications. Cornell Hospitality Quarterly, 54(1), 84-94.
Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management.
Leung, R. (2019). Smart hospitality: Taiwan hotel stakeholder perspectives. Tourism Review.
Lu, J., Mao, Z., Wang, M., & Hu, L. (2015). Goodbye maps, hello apps? Exploring the influential determinants of travel app adoption. Current issues in Tourism, 18(11), 1059-1079.
Luna-Nevarez, C., & Hyman, M. R. (2012). Common practices in destination website design. Journal of destination marketing & management, 1(1-2), 94-106.
Matin, I., Bhattacharjee, A., Ahmed, S., Das, C. N., Jahan, N., Morshed, K. A. M., Rahman, A. M., Islam, M. M., Hamid, N. N. (2019). Youth of Bangladesh-Agents of Change? Youth Survey 2018.
McCabe, S., Sharples, M., & Foster, C. (2012). Stakeholder engagement in the design of scenarios of technology-enhanced tourism services. Tourism Management Perspectives, 4, 36-44.
Mills, J. E., Meyers, M., & Byun, S. (2010). Embracing broadscale applications of biometric technologies in hospitality and tourism. Journal of Hospitality and Tourism Technology.
Mowla, M. M. (2019). E-Tourism: An Innovative and Sustainable Approach to Appreciate the Economic Growth in Bangladesh.
Murphy, D. (2019). Security and Tech Trends in the Hospitality Industry for 2019. ALICE, Retrived from https://www.aliceplatform.com/blog/security-and-tech-trends-in-hospitality.
SESRIC. (2020). International Tourism in The OIC Countries: Prospects and Challenges 2020. ISBN: 978-625-7162-06-7, Retrived on February 2021.
Parvez, M., & Kashem, M. J. B. (2018). Young tourists’ attitude towards domestic tourism: A study on Bangladesh. Problems and perspectives in management(16, Iss. 3), 117-129.
Patwary, A. K., Chowdury, M. M., Mohamed, A. E., & Azim, M. S. (2020). Dissemination of Information and Communication Technology (ICT) in tourism industry: Pros and cons. International Journal of Multidisciplinary Sciences and Advanced Technology, 1(8), 36-42.
Quarshie, J. M., & Amenumey, E. K. (2018). Utilisation of information and communication technologies in hotel operations in the central region of Ghana. Journal of Hospitality Management and Tourism, 9(1), 1-13.
Rong, J., Vu, H. Q., Law, R., & Li, G. (2012). A behavioral analysis of web sharers and browsers in Hong Kong using targeted association rule mining. Tourism management, 33(4), 731-740.
Ruiz-Gómez, L. M., Rodríguez Fernández, L., & Navio-Marco, J. (2018). Application of communication technologies (ICT) within the tourism industry in the European Union. Turizam: međunarodni znanstveno-stručni časopis, 66(2), 239-245.
Salguero, A. G., & Espinilla, M. (2018). Ontology-based feature generation to improve accuracy of activity recognition in smart environments. Computers & Electrical Engineering, 68, 1-13.
Sardar, S., Hossain, M. E., Hossain, M. I., & Islam, M. (2020). Factors affecting visitor’s satisfaction: an empirical study on the Paharpur Buddha Vihara, Naogaon, Rajshahi. Int. J. Manag. Account, 2(4), 61-73.
Schroeder, A., Pennington-Gray, L., Donohoe, H., & Kiousis, S. (2013). Using social media in times of crisis. Journal of Travel & Tourism Marketing, 30(1-2), 126-143.
Sigala, M. (2012). Exploiting web 2.0 for new service development: Findings and implications from the Greek tourism industry. International journal of tourism research, 14(6), 551-566.
Silverio-Fernández, M., Renukappa, S., & Suresh, S. (2018). What is a smart device?-a conceptualisation within the paradigm of the internet of things. Visualization in Engineering, 6(1), 3.
Spencer, A. J., Buhalis, D., & Moital, M. (2012). A hierarchical model of technology adoption for small owner-managed travel firms: An organizational decision-making and leadership perspective. Tourism management, 33(5), 1195-1208.
Sultana, S. (2016). Economic contribution of tourism industry in Bangladesh. Journal of Tourism, Hospitality and Sports, 22, 55-54.
Tichaawa, T. M., Mhlanga, O., & Sicwebu, S. (2017). The impact of information communication technologies (ICTs) on tourism businesses in East London, South Africa. Acta Universitatis Danubius. Œconomica, 13(3).
Wang, C., Lee, M. K., & Hua, Z. (2015). A theory of social media dependence: Evidence from microblog users. Decision support systems, 69, 40-49.
Wang, D., Park, S., & Fesenmaier, D. R. (2012). The role of smartphones in mediating the touristic experience. Journal of Travel Research, 51(4), 371-387.
White, M. D., & Marsh, E. E. (2006). Content analysis: A flexible methodology. Library trends, 55(1), 22-45.
Winarso, W. (2020). Technology, Social Media and Behaviour of Young Generation in Indonesia; A Conseptual Paper. International Journal of Scientific & Technology Research, 9(4), 986-989.
World Tourism Organization (WTO). (2007). A practical guide to tourism destination management. World Tourism Organization.
WTTC. (2020a). BANGLADESH 2020 ANNUAL RESEARCH: KEY HIGHLIGHTS.
WTTC. (2020b). Economic Impact Reports. Retrieved from https://wttc.org/Research/Economic-Impact
Yuan, Y., Tseng, Y.-H., & Ho, C.-I. (2019). Tourism information technology research trends: 1990-2016. Tourism Review.
Yu, X., Anaya, G. J., Miao, L., Lehto, X., & Wong, I. A. (2018). The impact of smartphones on the family vacation experience. Journal of Travel Research, 57(5), 579-596.
Published
2021-06-28
How to Cite
Sardar, S., Hossain, D. M. E., Kamruzzaman, D. M., & Ray, R. (2021). ICT APPLICATIONS IN TOURISM AND HOSPITALITY INDUSTRY OF BANGLADESH: A RESEARCH REVIEW. IJRDO - Journal of Business Management, 7(6), 64-74. https://doi.org/10.53555/bm.v7i6.4404
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Articles
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