Skip to main content
SpringerLink
Log in

Evaluating the information systems integration maturity level of travel agencies

  • Original Research
  • Published:
Information Technology & Tourism Aims and scope Submit manuscript

Abstract

Travel agencies are the mediators of the tourism industry supplying travellers with various choices to their where, when and how questions. With the digitalization of the purchasing environment, the appropriate use of integrated information systems will aid travel agencies in sustaining their place within the tourism industry. There is a lack of comprehensive measure to assess the integration maturity level of information systems (ISs) of travel agencies. Therefore, a maturity model built specifically for tourism agencies is needed to understand how well they are incorporating ISs into their operations. The purpose of this study is to provide a maturity model including important items that can be used for the assessment of travel agencies under the four domains of integration and subsequently evaluate the integration maturity level of Turkish travel agencies’ ISs. To the best of the authors’ knowledge, there are no studies that evaluate the level of ISs integration of travel agencies. Therefore, it can be said that this is the first study to evaluate the integration maturity of travel agencies and provide a general maturity model for ISs within the tourism industry.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

References

  • Aktob ATO, Birliği İ (2015) Yurtiçi Seyahat Pazarı Araştırması 2014. AKTOB Araştırma Birimi Yayınları 2015:78

    Google Scholar 

  • Asproth V (2007) Integrated information systems—a challenge for long-term digital preservation. Interdiscip J Inf Knowl Manag 2:90–98

    Google Scholar 

  • Becker J, Knackstedt R, Pöppelbuß J (2009) Developing maturity models for IT management. Bus Inf Syst Eng 1(3):213–222

    Article  Google Scholar 

  • Bethapudi A (2013) The role of ICT in tourism industry. J Appl Econ Bus 1(4):67–79

    Google Scholar 

  • Bigné E, Gnoth J, Andreu L (2008) Advanced topics in tourism market segmentation. Anal Behav Strateg, Tour Manag, pp 151–173

    Google Scholar 

  • Buhalis D (1998) Strategic use of information technologies in the tourism industry. Tour Manag 19(5):409–421

    Article  Google Scholar 

  • Buhalis D (2004) eAirlines: strategic and tactical use of ICTs in the airline industry. Inf Manag 41(7):805–825

    Article  Google Scholar 

  • Buhalis D, Law R (2008) Progress in information technology and tourism management: 20 years on and 10 years after the Internet—the state of eTourism research. Tour Manag 29(4):609–623

    Article  Google Scholar 

  • Chang HH (2000) The implementation and integration of information systems for production management in manufacturing: an empirical study. Int J Comput Integr Manuf 13(5):369–387. https://doi.org/10.1080/09511920050117874

    Article  Google Scholar 

  • Chang S, Chang I, Wang T (2014) Information systems integration after merger and acquisition. Ind Manag Data Syst 114(1):37–52

    Article  Google Scholar 

  • Chao CC, Chen HT, Yeh TL (2015) A comprehensive relationship marketing model between airlines and travel agencies: the case of Taiwan. J Air Transp Manag 47:20–31

    Article  Google Scholar 

  • Chen D, Doumeingts G, Vernadat F (2008) Architectures for enterprise integration and interoperability: past, present and future. Comput Ind 59(7):647–659

    Article  Google Scholar 

  • Cheng S, Cho V (2011) An integrated model of employees’ behavioral intention toward innovative information and communication technologies in travel agencies. J Hosp Tour Res 35(4):488–510

    Article  Google Scholar 

  • Cho W, Olsen MD (1998) A case study approach to understanding the impact of information technology on competitive advantage in the lodging industry. J Hosp Tour Res 22(4):376–394

    Article  Google Scholar 

  • Clark T, Jones R (1999) Organisational interoperability maturity model for C2. In: Proceedings of the 1999 command and control research and technology symposium

  • de Bruin T, ​Rosemann M (2005) Towards a business process management maturity model. In: European conference on information systems (ECIS), Regensburg

  • de Bruin T, Rosemann M, Freeze R, Kulkarni U (2005) Understanding the main phases of developing a maturity assessment model. Paper presented at Australasian conference on information systems (ACIS), Sydney

  • Duffy J (2001) Maturity models: blueprints for e-volution. Strateg Leadersh 29(6):19–26

    Article  Google Scholar 

  • Egeli B, Özturan M (2001) A framework for a national tourism information system of Turkey. Anatolia 12(2):125–137

    Article  Google Scholar 

  • Fisher DM (2004) The business process maturity model: a practical approach for identifying opportunities for optimization. Bus Process Trends 9(4):11–15

    Google Scholar 

  • Fraser P, Moultrie J, Gregory M (2002) The use of maturity models/grids as a tool in assessing product development capability. In: Engineering management conference, 2002. IEMC’02. 2002 IEEE International, vol 1. IEEE, pp 244–249

  • Gholami R, Ravishankar MN, Shirazi F, Machet C (2017) An exploratory study on sustainable ICT capability in the travel and tourism industry: the case of a global distribution system provider. Association for Information Systems

  • Gottschalk P (2008) Knowledge management systems. In: Knowledge management: concepts, methodologies, tools, and applications. IGI Global, pp 2521–2537

  • Gottschalk P (2009) Maturity levels for interoperability in digital government. Gov Inf Q 26(1):75–81

    Article  Google Scholar 

  • Gupta A, Madnick S (1987) Knowledge-based integrated information systems development methodologies plan, vol 2 (No. MIT-KBIISE-2). Massachusetts Inst of Tech, Cambridge

    Google Scholar 

  • Hasselbring W (2000) Information system integration. Commun ACM 43(6):32–38

    Article  Google Scholar 

  • IT Governance Institute (2007) COBIT mapping: mapping of TOGAF 8. 1 with COBIT 4. 0. ISACA

  • Kuang L, Gao J (2007) A framework to integrate manufacturing information systems. In: Digital enterprise technology. Springer, New York, pp 369–376

  • Laubenheimer MC, Carlsson T (1999) From intra-regional competition towards ontraregional cooperation in tourism: the concept of telecooperation and virtual enterprises in the regional tourism business. In: Buhalis D, Schertler W (eds) Information and communication technologies in tourism. Springer, Wien, pp 279–289

    Google Scholar 

  • Lewis I, Janjaap S, Talalayevsky A (1998) The impact of information technology on travel agents. Transp J 37:20–25

    Google Scholar 

  • Madnick SE, Wang YR (1991) Logical connectivity: applications, requirements, architecture, and research agenda. In: Proceedings of the twenty-fourth annual hawaii international conference on system sciences, vol 1. IEEE, pp 142–153

  • Madnick SE, Siegel M, Wang YR (1990) The Composite Information System Laboratory (CISL) Project at MIT. IEEE Data Eng Bull 13(2):10–15

    Google Scholar 

  • Maravas A, Pantouvakis JP, Lambropoulos S (2014) An integrated information system for monitoring construction works. Int J Inf Technol Project Manag (IJITPM) 5(1):33–44

    Article  Google Scholar 

  • Marchiori E, Pavese G, Cantoni L (2012) eTcoMM—eTourism communication maturity model. A framework to evaluate the maturity of a DMO when it comes to the online communication management. In: Fuchs M, Ricci F, Cantoni L (eds) Information and communication technologies in tourism 2012. Springer, Wien, pp 215–226

    Chapter  Google Scholar 

  • Mettler T, Rohner P, Winter R (2010) Towards a classification of maturity models in information systems. In: Management of the interconnected world. Physica-Verlag, pp 333–340

  • Mitropoulos P, Tatum CB (2000) Forces driving adoption of new information technologies. J Constr Eng Manag 126(5):340–348

    Article  Google Scholar 

  • Mohamed N, Mahadi B, Miskon S, Haghshenas H, Muhd Adnan H (2013) Information systems integration: a review of literature and a case analysis. In: Neck R (ed) Mathematics and computers in contemporary science. Wseas LLC, pp 68–77

  • Özturan M, Roney SA (2004) Internet use among travel agencies in Turkey: an exploratory study. Tour Manag 25(2):259–266

    Article  Google Scholar 

  • Paulk MC, Curtis B, Chrissis MB, Weber CV (1993) Capability maturity model, version 1.1. IEEE Softw 10(4):18–27

    Article  Google Scholar 

  • Poulsen C, Gupta A (1989) An architectural comparison of contemporary approaches and products for integrating heterogeneous information systems. IFSRC # 110-89, Sloan School of Management, MIT, Cambridge

  • Rajaguru R, Matanda MJ (2013) Effects of inter-organizational compatibility on supply chain capabilities: exploring the mediating role of inter-organizational information systems (IOIS) integration. Ind Mark Manag 42(4):620–632

    Article  Google Scholar 

  • Ruzaini AA, Mohammad Ishak D, Ab. Razak CH (2012) Establishing important criteria and factors for successful integrated information system. In: Proceedings of the AWERProcedia information technology and computer science, 2nd world conference on innovation and computer sciences, vol 2, pp 311–317

  • Sabooniha N, Toohey D, Lee K (2012) An evaluation of hospital information systems integration approaches. In: Proceedings of the international conference on advances in computing, communications and informatics. ACM, pp 498–504

  • Sahay S, Monteiro E, Aanestad M (2009) Toward a political perspective of integration in information systems research: the case of health information systems in India. Inf Technol Dev 15(2):83–94

    Article  Google Scholar 

  • Scheer AW, Schneider K (1998) ARIS—architecture of integrated information systems. In: Handbook on architectures of information systems. Springer, Berlin, pp 605–623

  • Schmidt A, Otto B, Österle H (2010) Integrating information systems: case studies on current challenges. Electron Mark 20(2):161–174

    Article  Google Scholar 

  • Selen W, Ogulin R (2015) Strategic alignment across a tourism business ecosystem. In: ATINER conference paper series. Athens Institute for Education and Research (ATINER), pp 1–15

  • Sheldon PJ (1997) Tourism information technology. CAB International

  • Siguaw JA, Enz CA, Namasivayam K (2000) Adoption of information technology in US hotels: strategically driven objectives. J Travel Res 39(2):192–201

    Article  Google Scholar 

  • Stokłosa Ł, Marchiori E, Cantoni L (2018) Understanding the web maturity of Polish DMOs. J Destin Mark Manag. https://doi.org/10.1016/j.jdmm.2018.01.010

    Google Scholar 

  • Tanriverdi H, Uysal VB (2011) Cross-business information technology integration and acquirer value creation in corporate mergers and acquisitions. Inf Syst Res 22(4):703–720

    Article  Google Scholar 

  • Ursacescu M (2014) Assessing the maturity level of information technology management process in a Romanian company. Int J Manag Inf Syst (Online) 18(3):201

    Google Scholar 

  • Van Staden S, Mbale J (2012) The Information Systems Interoperability Maturity Model (ISIMM): towards standardizing technical interoperability and assessment within government. Int J Inf Eng Electron Bus 4(5):36

    Google Scholar 

  • Vrana V, Zafiropoulos C (2006) Tourism agents’ attitudes on internet adoption: An analysis from Greece. Int J Contemp Hosp Manag 18(7):601–608

    Article  Google Scholar 

  • Wainwright D, Waring T (2004) Three domains for implementing integrated information systems: redressing the balance between technology, strategic and organisational analysis. Int J Inf Manag 24(4):329–346

    Article  Google Scholar 

  • Werthner H, Klein S (1999) ICT and the changing landscape of global tourism distribution. Electron Mark 9(4):256–262

    Article  Google Scholar 

  • Zhong L, Leung D, Law R, Wu B, Shao J (2014) An application of the capability maturity model for evaluating attraction websites in mainland China. Int J Tour Res 16(5):429–440

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Management Information Systems, Boğaziçi University, Istanbul, Turkey

    Meltem Özturan, Meltem Mutlutürk, Burç Çeken & Burçin Sarı

Authors
  1. Meltem Özturan
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Meltem Mutlutürk
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Burç Çeken
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Burçin Sarı
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Meltem Mutlutürk.

Additional information

Publisher's Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Appendix

Appendix

Please answer the following questions (1 “strongly disagree”–5 “strongly agree”)

Questions

1

2

3

4

5

The level of accessibility to information within the tourism business ecosystem is high (S1)

     

The level of accessibility to information within the travel agency is high (O1)

     

Authorization within the tourism business ecosystem is centralized (S2)

     

Authorization within the travel agency is centralized (O2)

     

The maintenance of the travel agency’s IS physical components are centralized (T1)

     

The travel agency’s business processes are compatible with its’ business rules (O3)

     

The data models shared between information systems within the travel agency are compatible (T2) (L1)

     

There is compatibility of the goals between the travel agencies within the tourism business ecosystem (S3)

     

There is conformance of business policies within the tourism business ecosystem (S4)

     

There is conformance of business policies within the travel agency (O4)

     

There is data integration of different software applications within the travel agency (T3)

     

Business processes within the travel agency are horizontally integrated (O5)

     

The communication infrastructure within the travel agency is integrated (T4)

     

The control view (logs, etc.) of business transactions within the travel agency is integrated (L2) (T5)

     

There is integration between different hardware within the travel agency (T6)

     

Different software applications within the travel agency are integrated (T3) (T7)

     

There is integration between the network topologies within the travel agency (T8)

     

Security services within the tourism business ecosystem are integrated (T9) (S5)

     

Security services within the travel agency are integrated (T10)

     

There is an integration of workflows for business processes within the tourism business ecosystem (S6) (O6)

     

There is an integration of workflows for business processes within the travel agency (O7)

     

The information systems within the tourism business ecosystem have input integrity (S7)

     

The information systems within the travel agency have input integrity (O8) (L3)

     

Information systems within the tourism business ecosystem have output integrity (S8)

     

Information systems within the travel agency have output integrity (O9) (L4)

     

The level of interoperability of business units of the travel agency in terms of business functions is high (O10)

     

The level of interoperability of personnel in the travel agency in terms of methods, work, culture etc. is high (O11)

     

Business functions within the travel agency are centralized (O12)

     

IT infrastructure within the travel agency is centralized (T11)

     

Operating systems within the travel agency are integrated (T12)

     

Programming languages between different applications within the travel agency are compatible (T13)

     

There is standardization of information terminology within the travel agency (T14) (O13) (L5)

     

The level of standardization of messaging protocols between the travel agency information systems is high (O14)

     

The utilization of ERP modules within the travel agency is high (S9)

     

The utilization of IT infrastructure for business operations of the travel agency is high (O15) (T15) (L6)

     

Business processes within the travel agency are vertically integrated (O16)

     

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Özturan, M., Mutlutürk, M., Çeken, B. et al. Evaluating the information systems integration maturity level of travel agencies. Inf Technol Tourism 21, 237–257 (2019). https://doi.org/10.1007/s40558-018-0138-3

Download citation

  • Received:

  • Revised:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s40558-018-0138-3

Keywords

Search

Navigation