The use of E tourism brings more positive impact in giving satisfaction to the customers than the use of conventional tourism services

1. CUSTOMER SATISFACTION OF
USING INFORMATION
TECHNOLOGY DEVELOPMENT IN
TOURISM INDUSTRY AND
BUSINESS
Lusia Eni Puspandari
Wibowo Arninputranto

2. Reality
Technology has impacted the human life

3. Everybody uses Internet

4. INTRODUCTION
•
•
The tourism development is increasing rapidly, and become
more important in the people’s life.
The tourism development cannot be separated from the
development of information technologies.
–
–
•
E-commerce is a growing sector and many tourism
businesses are involved in developing their internet
services. This means of doing business is known as
tourism’, or ‘tourism e-business’ (Scottish
parliament,2002
‘e-
E tourism is the digitisation of all the processes and value
chains in the tourism, travel, hospitality and catering
industries that enable organisations to maximise their
efficiency and effectiveness.(Buhalis 2003)
If a company wants to satisfy its customer, it needs to answer
what it is that satisfies customers (Conklin, 2002), then it
should test how well it serves theses factors in its firm.

5. Background of Study
Tourism
Tourism
Development
Development
Increase the
services
Using Information and
Communication Technology

6. E- tourism
E- tourism
ICT
ICT
E-tourism is the digitisation of all
E-tourism is the digitisation of all
the processes and value chains in
the processes and value chains in
the tourism, travel, hospitality and
the tourism, travel, hospitality and
catering industries that enable
catering industries that enable
organisations to maximise their
organisations to maximise their
efficiency and effectiveness.
efficiency and effectiveness.
E- ticketing
E- ticketing
A computerized system used by
A computerized system used by
airlines in which no physical ticket
airlines in which no physical ticket
or boarding pass is generated.
or boarding pass is generated.

7. TOURISM
Pre –trip
stage
searching for different tourist services, airline
tickets, hotels etc in order to plan their trips
In–trip
stage
tourists start their trip and ends when they arrive
to their first departure or finish their trip
Post –trip
stage
the services which tourist service providers offer
their customers after their trip.

8. Computer Reservation System (CRS –
1950s)
Global Distribution Systems (GDSs) in
the 1980s.)

9. and now…
• Many tourism businesses are involved in
developing their internet services including
traditional travel agents, tour operators, national
tourist offices, airlines, hotels and other
accommodation providers and car hire firms
• Travel services fit extremely well with the new
interactive media (Wertner and Klein, 1999), as the
products are natural candidates for multimedia
descriptions (Walden,2001).

10. Considering that…
Many tourism businesses develop their
internet services in traditional travel agents,
tour operators, national tourist offices, airlines,
hotels and other accommodation providers and car
hire firms
a valid and empirically reliable measure
that captures users’ evaluation of the organization’s
web site and on-line tourist satisfaction
measurement is ESSENTIAL

11. 
The overall performance, while or after visiting a
destination, exceeds or meets initial expectation

Satisfied tourists are more likely to recommend the
tourist destination to others, which is the cheapest
and most effective form of marketing and promotion
(Crosby, 1993; Soderlund, 1998)

Tourist satisfaction usually contributes to increase
rates of the retention of tourists’ patronage, loyalty
and acquisition, which in turn helps in realizing
economic goals like increased number of tourists and
revenues

12. Tangible :
- has up-to-date equipment”,
- physical facilities are visually appealing” and
- materials are visually appealing”.
Reliability:
doing what is promised” and
doing it at the promised time”.
Responsiveness
gives prompt service
Assurance
knowledge to answer questions
Empathy
tailored to a particular customer’s needs

13. 
What are the satisfaction factors of tourists
when using tourism website comparing with
traditional travel agencies?

What is the impact of customers’
e-satisfaction in tourism industry?"

14. 
Find out the factor of Satisfaction in using etourism website comparing with traditional
travel agency

Find out the impact of customer satisfaction in
tourism industry

15. 
Procedure of the Research

Data Collection

Purpose of the Research

Result

16. 
Data Collection:
- Determine the subject of the research:
- Internet User based on the Age
- Internet User based on the Education
background

Questionnaire

17. Data of Internet User
by the Ages
http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-

18. Data of Internet User
based on the Education
http://teknologi.vivanews.com/news/read/169054-pengguna-internet-indonesia-konsumtif-

19. 


To find out the effectiveness of using etourism in order to develop Indonesian
tourism
To increase the quality of e-tourism
website
To reduce the unsatisfied factor of the
tourist in using e-tourism

20. 
Survey
Questionnaire

21. 
The result of the data collection is analyzed and
categorized based on four aspects:

Convenience

Merchandising (product offering and
product information)

Site design

Financial security.

22. Thank You

24. Role of ICT
• ICTs are now critical for strategic
management of organisations as they allow:
– Expansion into new markets
– Empowering of employees
– Lowering of costs
– Enhancing distribution
• Gates (1999) said that business now
conducted at speed of thought
• ICTs great for time poor but cash rich
consumers

25. Increasing Speed of Uptake
of Technology
•
•
•
•
•
35 years for radio to reach 50 million
13 years for television to reach 50 million
5 years for internet to reach 50 million
1 year for ipods to reach 50 million
6 months for facebook to reach 100 million

26. SYSTEM OF
TOURISM DISTRIBUTION
Tourism
Tourism
Producers
Producers
::
Accommodations,
Accommodations,
Airline, other
Airline, other
transport,
transport,
Recreations,
Recreations,
restaurants, etc
restaurants, etc
WEB
POTENTIAL
POTENTIAL
TOURISTS
TOURISTS
TRADITIONAL
INTERMEDIARIES
:
-Travel Agencies
-Tour Operators
-Tours Associations
--Hotel Chains

27. Background of the problem

28. Technology conecting
people

30. REALITA PENGGUNA INTERNET