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

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Technology Application in Tourism in Asia

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.

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Notes

  1. 1.

    A backwards-sloping supply schedule is a unique economic theory application where suppliers are depicting a trend to supply less the market price is high. As noted by Bull (1995), supply will be decreased after a certain point of higher price level due to “tour operators margins are squeezed, and travel and lodging suppliers are not interested in selling to operators, so the supply ‘component’ dries up” (100). However, the quantity supply reduced to the principal component, the tour operator/travel agency’s demand only. Hoteliers’ supply curve for direct customers (local tourists as per this study) may remain as a positive slope.

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Author information

Authors and Affiliations

  1. Department of Tourism Management, Faculty of Management Studies, Sabaragamuwa University of Sri Lanka, Belihuloya, Sri Lanka

    R. S. S. W. Arachchi, J. A. R. C. Sandaruwani & G. V. H. Dinusha

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  1. R. S. S. W. Arachchi
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  2. J. A. R. C. Sandaruwani
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  3. G. V. H. Dinusha
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Correspondence to R. S. S. W. Arachchi .

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Editors and Affiliations

  1. Tourism Consultants Network, The Tourism Society, London, UK

    Azizul Hassan

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Arachchi, R.S.S.W., Sandaruwani, J.A.R.C., Dinusha, G.V.H. (2022). Connecting the Connected: How Is Sri Lanka Prepared to Respond to Digital Tourists?. In: Hassan, A. (eds) Technology Application in Tourism in Asia. Springer, Singapore. https://doi.org/10.1007/978-981-16-5461-9_22

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