Abstract
The use of technology in supporting business processes has become an integral part of business in the post-pandemic era. This study focuses on two aspects of technology which are digitization and digitalization of business processes in tourism industry in Malaysia. Due to movement constraints in Covid-19 pandemic, most of the related studies are conducted based on media report, peered review articles and research letters or empirical articles. There is a lack of case study to examine the effectiveness of various factors and how these factors impact the recovery of the post- pandemic tourism industry. A research case in earlier study implies that digitization and digitalization have an impact in recovery of tourism industry and insight gained motivates this study on effectiveness of smart tourism in Malaysia. Hence, this study aims to investigate effectiveness of smart tourism by using a self-developed mobile application which enables multiple trips organize in Kuala Lumpur, Malaysia. Test cases are conducted among eleven managers in travel agencies and positive feedback are collected on system quality, perceived mobility, mobile usefulness, mobile ease of use and usage intention. Findings show that ICT has a major role in reviving business processes when tourism enters recovery phase. The study also discovered the importance of understanding the new patterns emerging which may include new tour packages or travel destinations that are emerging in future. In future work, artificial intelligence or machine learning based smart tourism models are introduced to analyse the new pattern emerging.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Dias, A., Santinha, G., Rodrigues, M., Queirós, A., Rodrigues, C., Rocha, N.P.: Smart cities and accessible tourism: a systematic review. In: ICT Tools and Applications for Accessible Tourism, p. 19 (2021). https://doi.org/10.4018/978-1-7998-6428-8.ch005
Yang, T., Yan, Z., Wen, J.: Impact of COVID-19 pandemic on smart tourism, 167(Ermi), 90–93 (2021)
Rodrigues, J.M.F., Cardoso, P.J.S., Monteiro, J.: Smart Systems Design, Applications, and Challenges, p. 22 (2020). https://doi.org/10.4018/978-1-7998-2112-0.ch00
Zhang, L., Yang, J.: Smart tourism. In: Jafari, J., Xiao, H. (eds.) Encyclopedia of Tourism, pp. 862–863. Springer, Heidelberg (2016). https://doi.org/10.1007/978-3-319-01384-8_175
Khan, Md.A.A., Hashim, H.: The effect of covid-19 on tourism and hospitality industry in Malaysia, resurgence in the post-pandemic era: a conceptual criterion. Int. J. Tour. Hosp. Rev. 7(2), 54–62 (2020). https://doi.org/10.18510/ijthr.2020.726. e-ISSN 2395-7654
Van, N.T.T., et al.: The role of human–machine interactive devices for post-COVID-19 innovative sustainable tourism in Ho Chi Minh City Vietnam. Sustainability (Switzerland) 12(22), 1–30 (2020). https://doi.org/10.3390/su12229523
Fernandes, S.: Which way to cope with COVID-19 challenges? Contributions of the IoT for smart city projects (2021)
Ide, A.: Tourism and ICT solutions in the COVID-19 era: a comparison between Japan and Sweden. Rev. Socionetw. Strateg. 15(1), 195–211 (2021). https://doi.org/10.1007/s12626-021-00072-x
Naramski, M.: The application of ICT and smart technologies in polish museum - towards smart tourism. Sustainability (Switzerland) 12(21), 1–27 (2020). https://doi.org/10.3390/su12219287
Boulila, W., Abuhamdah, A., Driss, M., Kammoun, S., Ahmad, J.: GuideMe: a mobile application based on global positioning system and object recognition towards a smart tourist guide. arXiv preprint arXiv:2105.13426 (2021)
Ghani, T., Jahan, N., Ridoy, S.H., Khan, A.T., Khan, S., Khan, M.M.: Amar Bangladesh - a machine learning based smart tourist guidance system. In: 2018 2nd International Conference on Electronics, Materials Engineering and Nano-technology (IEMENTech), pp. 1–5. IEEE (2018)
Manczak, I., Bajak, M.: Tourist mobile applications: evaluation of the VisitMalopolska app. Turyzm/Tourism 31(1), 29–38 (2021)
Nugraha, N.B., Alimudin, E.: Mobile application development for tourist guide in Pekanbaru City. J. Phys. Conf. Ser. 1430(1), 012038 (2020). IOP Publishing
Al-Omari, A.H., Al-Marghirani, A.: Smart tourism architectural model (Kingdom of Saudi Arabia: a case study). Int. J. Adv. Comput. Sci. Appl. (IJACSA) 8(10), 76–81 (2017)
Chaw, L.Y., Tang, C.M.: What makes learning management systems effective for learning? J. Educ. Technol. Syst. 47(2), 152–169 (2018). https://doi.org/10.1177/004723951879582
Hew, J.J., Leong, L.Y., Tan, G.W.H., Lee, V.H., Ooi, K.B.: Mobile social tourism shopping: a dual-stage analysis of a multi-mediation model. Tour. Manag. 66, 121–139 (2018). https://doi.org/10.1016/j.tourman.2017.10.00
Kwon, S.J., Park, E, Kim, K.J.: What drives successful social networking services? A comparative analysis of user acceptance of Facebook and Twitter. Soc. Sci. J. 51(4), 1-11 (2014)
Ooi, K.B., Tan, G.W.H.: Mobile technology acceptance model: an investigation using mobile users to explore smartphone credit card. Expert Syst. Appl. 59, 33–46 (2016). https://doi.org/10.1016/j.eswa.2016.04.015
Tan, G.W.H., Lee, V.H., Hew, J.J., Ooi, K.B., Wong, L.W.: The interactive mobile social media advertising: an imminent approach to advertise tourism products and services? Telematics Inform. 35(8), 2270–2288 (2018). https://doi.org/10.1016/j.tele.2018.09.005
Stocchi, L., Michaelidou, N., Micevski, M.: Drivers and outcomes of branded mobile app usage intention. J. Prod. Brand Manag. 28(1), 28–49 (2019). https://doi.org/10.1108/JPBM-02-2017-1436
Tsaih, R.-H., Hsu, C.C.: Artificial intelligence in smart tourism: a conceptual framework. In: Proceedings of the 18th International Conference on Electronic Business, 2–6 December, Guilin, Guangxi, China, pp. 124–133. ICEB, Guilin (2018)
Too, W.G., Thong, C.L., Chit, S.M., Chaw, L.Y., Lee, C.Y.: Features of mobile tracking apps: a review of literature and analysis of current apps compared against travel agency requirements. In: Salvendy, G., Wei, J. (eds.) HCII 2020. LNCS, vol. 12216, pp. 107–120. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-50350-5_10
Thong, C.L., Chit, S.M., Chaw, L.Y., Lee, C.Y.: Design city trip management app in the Kuala Lumpur context during pandemic Covid-19: a preliminary research case. In: Salvendy, G., Wei, J. (eds.) HCII 2021. LNCS, vol. 12796, pp. 100–112. Springer, Cham (2021). https://doi.org/10.1007/978-3-030-77025-9_10
Joshi, A., et al.: Likert scale: explored and explained. Br. J. Appl. Sci. Technol. 7(4), 396–403 (2015) Sciencedomain.org. https://doi.org/10.9734/BJAST/2015/14975
Marshall, G., Jonker, L.: An introduction to descriptive statistics: a review and practical guide. Radiography 16, e1–e7 (2010). Elsevier Ltd., Lancaster. https://doi.org/10.1016/j.radi.2010.01.001
Boone, H.N., Boone, D.A.: Analysing Likert data. J. Extension 50(2) (2012). http://www.joe.org/joe/2012april/tt2p.shtml%5B8/20/2012
Acknowledgement
This research work is supported by UCSI University under Pioneer Science Incentives Fund (PSIF).
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Thong, C.L., Chaw, L.Y., Cherukuri, A.K., Jalil, A., Chit, S.M., Lee, C.Y. (2022). The Effectiveness of Smart Tourism in Malaysia in Covid-19 Post-pandemic Era: A Case Study. In: Salvendy, G., Wei, J. (eds) Design, Operation and Evaluation of Mobile Communications. HCII 2022. Lecture Notes in Computer Science, vol 13337. Springer, Cham. https://doi.org/10.1007/978-3-031-05014-5_6
Download citation
DOI: https://doi.org/10.1007/978-3-031-05014-5_6
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-05013-8
Online ISBN: 978-3-031-05014-5
eBook Packages: Computer ScienceComputer Science (R0)