Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research

This paper reviews the published articles on eTourism in the past 20 years. Using a wide variety of sources, mainly in the tourism literature, this paper comprehensively reviews and analyzes prior studies in the context of Internet applications to Tourism. The paper also projects future developments in eTourism and demonstrates critical changes that will influence the tourism industry structure. A major contribution of this paper is its overview of the research and development efforts that have been endeavoured in the field, and the challenges that tourism researchers are, and will be, facing

Measuring the Performance of Livability Programs, MTI Report 12-06

This report analyzes the performance measurement processes adopted by five large “livability” programs throughout the United States. It compares and contrasts these programs by examining existing research in performance measurement methods. The “best practices” of the examined performance measurement methods for each program are explored and analyzed with respect to their key characteristics. The report entails an appropriately comprehensive literature review of the current research on performance measurement methods from the perspective of various stakeholders including the public and government agencies. Additionally, the results of this literature review are used to examine the actual performance measures of the target programs from the perspective of different stakeholders. The goal of the report is to determine what did and did not work in these programs and their measurement methods, while making recommendations based on the results of the analysis for potential future programs

Social media and tourism : a wishful relationship

For decades hospitality firms were used to domain the communication process. Thematic social network sites such as TripAdvisor became very important tools for travelers when deciding which hotels to book, and what restaurants and tourist attractions to visit, been a visible part of tourism communication evolution. Evidence suggests that e-WOM serves as a primary information source when tourists choose destinations, hotels, and other experiences. The role and use of social media in tourists’ decision making has been widely discuss in tourism and hospitality research, especially in the research phase of the tourist’ travel planning process. With the wide adoption of social media the influence of customers’ word-of-mouth increased and influences not only the research phase, but the repetition and overall customers’ experiences. To answer these questions a model assessing e-wom was developed and data was gathering from TripAdvisor regarding customer’s opinion in restaurant experiences. The results found establish the bases for understanding tourists’ engagement level and profiles.N/

Airlines Content Recommendations Based on Passengers\u27 Choice Using Bayesian Belief Networks

Faced with the increasingly fierce competition in the aviation market, the strategy of consumer choice has gained increasing significance in both academia and practice. As ever-increasing travel choices and growing consumer heterogeneity, how do airline companies satisfy passengers\u27 needs? With a vast amount of data, how do airline managers combine information to excavate the relationship between independent variables to gain insight about passengers\u27 choices and value system as well as determining best personalized contents to them? Using the real case of China Southern Airlines, this paper illustrates how Bayesian belief network (BBN) can enable airlines dynamically recommend relevant contents based on predicting passengers\u27 choice to optimize the loyalty. The findings of this study provide airline companies useful insights to better understand the passengers\u27 choices and develop effective strategies for growing customer relationship

Self Service Technology in Airports And the Customer Experience

Justification: This paper will help the airline industry identify how SST has influences customer behavior and reactions to SST while also understanding how airlines have been affected financially by the use of SST. The material discussed will help readers understand where the airline industry stood years ago, where the airline industry stands today and where it has the potential to stand 5 – 10 years down the road with the use of SST. The information will present both the positive and negative affects SST has on the airline industry and will assist in moving the industry forward in implanting SST changes and better serve customers and the airline industry. The results of the research could potentially play an important role in future academic research in the area of SST

Impact of airline service quality on overall and female passengers' satisfaction : a case study of Tonga's domestic aviation market : a 190.893 (120 credit) research report presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University, Palmerston North, New Zealand

The primary objectives of this thesis are to determine the direct impact of airline service quality on passengers’ satisfaction in Tonga’s domestic aviation market. The determinants of airline service quality were identified by using the SERVQUAL dimensions (assurance, empathy, reliability, responsiveness and tangibles) as measurable indicators. A survey was conducted and 205 questionnaires were collected and analysed. Empirical results obtained via the structural equation modelling (SEM) approach revealed that airline service quality has a direct impact on overall and female passengers’ satisfaction. Furthermore, both overall and female passengers were mostly satisfied with the responsiveness dimension. The tangibles dimension was the dimension with the lowest level of satisfaction for overall passengers and the reliability dimension was the dimension with the lowest satisfaction for female passengers. Importantly, the research highlights the different levels of satisfaction among airline passengers in the monopolistic Tongan domestic aviation market. The findings have implications for the airline management

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

The study aims to investigate how service quality contributes to passenger loyalty in LCA Indonesia, considering satisfaction and trust. A survey was conducted with 400 respondents who used LCA services for domestic flights at Sultan Hasanuddin Airport in Makassar between 2021 and May 2022. Structural Equation Modeling (SEM) was employed for data analysis. The results indicate that service quality, passenger satisfaction, and trust are crucial in shaping loyalty. Satisfying services have the potential to foster trust, leading to passenger loyalty. Satisfaction and trust act as effective mediators of service quality and passenger loyalty. The findings highlight the importance of delivering high-quality services that meet passenger expectations and generate satisfaction. LCA Indonesia can build trust and establish a loyal customer base by exceeding customer expectations. Service quality is vital for providing positive experiences to passengers. Understanding the mediating roles of satisfaction and trust is also key. LCA Indonesia can enhance passenger loyalty by prioritizing service quality, improving satisfaction levels, and building trust among passengers. Addressing these factors strengthens the airline's competitive position and ensures long-term customer loyalty in a highly competitive market