Exploring factors impacting e-commerce adoption in tourism industry in Saudi Arabia

With the internet revolutionising global tourism, technological changes continue to make inroads into the industry’s marketing and sales management models. Although many tourists still use shopfront providers, they are increasingly becoming a minority as the ‘mobile generation’ goes online for information and uses social media to discuss their holiday plans and book travel services. In Saudi Arabia, the religious tourism industry serving Hajj and Umrah pilgrims as well as other tourism clusters have been slow in coming to terms with e-commerce trends, preferring to offer a traditional personalised service to their clients. However, the logistical needs of servicing the rapidly increasing numbers of international pilgrims and growing IT literacy in the local market means that tourism management in Saudi Arabia needs to make considerable investments in time, resources and training to harness information technology and adopt business models that are at par with their global competitors. To respond to this issue, this study explores the perceptions and experiences of executives in the Hajj/Umrah as well as other tourism industry sectors to understand the factors that may have fostered or impeded e-commerce adoption. This research contributes to the existing research on e-commerce adoption in Saudi Arabia by providing an explanation of the factors that influence the adoption of e-commerce by the tourism industry and explaining how generic theories of technology adoption need to be contextualised for the specific conditions prevailing in the Arab tourism market. The practical contribution on this research relates to the solutions it offers for the challenges faced by the travel and tourism industry in e-commerce adoption in Saudi Arabia. The research was conducted using interviews with Saudi tourism executives to understand the contextual factors that influence the norms and attitudes prevailing in the tourism business that affect their adoption of e-commerce. This was followed by a questionnaire which was sent to a larger sample in Saudi cities, mainly focussing on Jeddah. The questionnaire focused on uncovering the factors influencing the adoption, or lack thereof, of e-commerce in the Saudi tourism industry. The research was grounded on a theoretical framework derived from the Unified Theory of Acceptance and Use of Technology, Perceived Organisational and External E-Readiness scales, and Organisational Cultural Dimensions. The findings confirmed that the perceived relative advantage of e-commerce utilisation was an essential contributor to promote e-commerce in Saudi Arabia. Although government policy and industry norms were shown to influence e-commerce adoption, executives’ attitudes were found to strongly affect technology adoption and were shown to be indirectly modified by their ICT literacy and customer influence. Internal human and ICT resources also had a direct impact on the decision to adopt e-commerce. On the other hand, customers’ attitude relating to issues regarding online privacy and security and a lack of human interaction in a market with a preference for personalised agent service for customers form significant barriers to their adoption of e-commerce. There is also a lack of industry leadership and a supportive Saudi-based IT industry that can facilitate this move toward modernisation in industry standards. While there is a broad understanding of the importance of e-commerce, the tourism providers view an e-commerce strategy as not yet necessary, or indeed not yet relevant, for the tourism industry in Saudi Arabia at this time

Nepotism, employees’ competencies and firm performance in the tourism sector: A dual multivariate and Qualitative Comparative Analysis approach

© 2018 Elsevier Ltd The paper identifies the critical competencies affecting Egyptian travel agents’ performance while assessing the negative influence of nepotism on such competencies. To address this aim, the study uses a holistic dual approach employing a multivariate technique using Partial Least Squares Structural Equation Modelling (PLS-SEM) and a configuration method through a fuzzy-set Qualitative Comparative Analysis (fsQCA). Based on a sample of 500 travel agents’ employees, the results show that: (1) none of the competencies is sufficient to drive travel agents’ performance, (2) two distinct configurations of employee competencies are likely to result in high performance, and (3) nepotism has a direct negative influence on some of these competencies. The study holds important implications for both theory and practice

Decision-Making Strategy for Digital Transformation: A Two-Year Analytical Study and Follow-Up Concerning Innovative Improvements in University e-Services

Universities worldwide strive to provide the best student services possible, particularly those that support student achievements and career goals. Therefore, academic advising continues to be a significant part of the student experience, one which universities need to fully understand in terms of its objectives, application processes, and required skill. As a result of significant technological improvements since the turn of the millennium, including expanding internet applications and digital transformations, universities have established computer information systems that support academic advising and course registration services. This study examined the effects of modifications to the electronic academic advising and course registration systems at King Abdulaziz University in 2018, and then again in 2020, following a university-wide system failure in 2018 resulting from a demand overload. In 2018, a preliminary statistical analysis and student feedback survey were conducted by the authors to measure student satisfaction with the online portal On-Demand University Services (ODUS Plus). In addition to recommendations suggested by the 2018 analysis such as balancing the load distribution of the university’s network, organizational (i.e., non-technical) solutions, rules, and regulations were adjusted such as progressive course registration that prioritized those expected to graduate first. The survey and analysis were repeated by the authors in 2020 to assess improvements in student satisfaction. As a result of the changes, the investigation revealed improved student satisfaction with the performance of ODUS Plus and network access. Overall, students were significantly more satisfied in 2020 than in 2018. This research shows that some technical challenges can be resolved using re-engineered processes and organizational solutions

Decision-Making Strategy for Digital Transformation: A Two-Year Analytical Study and Follow-Up Concerning Innovative Improvements in University e-Services

Universities worldwide strive to provide the best student services possible, particularly those that support student achievements and career goals. Therefore, academic advising continues to be a significant part of the student experience, one which universities need to fully understand in terms of its objectives, application processes, and required skill. As a result of significant technological improvements since the turn of the millennium, including expanding internet applications and digital transformations, universities have established computer information systems that support academic advising and course registration services. This study examined the effects of modifications to the electronic academic advising and course registration systems at King Abdulaziz University in 2018, and then again in 2020, following a university-wide system failure in 2018 resulting from a demand overload. In 2018, a preliminary statistical analysis and student feedback survey were conducted by the authors to measure student satisfaction with the online portal On-Demand University Services (ODUS Plus). In addition to recommendations suggested by the 2018 analysis such as balancing the load distribution of the university’s network, organizational (i.e., non-technical) solutions, rules, and regulations were adjusted such as progressive course registration that prioritized those expected to graduate first. The survey and analysis were repeated by the authors in 2020 to assess improvements in student satisfaction. As a result of the changes, the investigation revealed improved student satisfaction with the performance of ODUS Plus and network access. Overall, students were significantly more satisfied in 2020 than in 2018. This research shows that some technical challenges can be resolved using re-engineered processes and organizational solutions

An Evaluation Study in Social Media Research: Key Aspects to Enhancing the Promotion of Efficient Organizations on Twitter

As social media has shifted from traditional to modern technical patterns, organizations have sought to take advantage of the presence of beneficiaries on social networks. They may serve customers, display ads, and respond to queries on social media accounts such as Twitter. The implementation of these services required a scientific study considering: (1) how to attract beneficiaries, (2) attraction times, and (3) measurement of the impact of that attraction. This study aimed to address these three points through an analysis of data from an educational organization’s Twitter account. We found that the interaction rates with tweets increased in the evening, and we identified the best times for the organization to reach more followers. We examined five months of data (an entire semester), analyzing thousands of tweets and their associated impressions, types of responses, integration ratio, and account usage. We also discovered that the quality of tweets had an impact on attracting new followers, particularly when tweeting media such as photos, videos, and other types of content. Finally, this research serves as a resource for educational organizations on new ways to publish accounts and foster organizational growth through electronic media

Barriers and motivations affecting Information Systems usage by Hajj–Umrah religious tourism operators in Saudi Arabia

Hajj & Umrah religious tourism accounts for seven million visitors each year in Saudi Arabia. The government has recently taken initiatives to promote the use of Information Systems (IS) in the religious tourism industry, encouraging firms to adopt IS innovations like e-commerce and enforcing the use of the Makha’a information system in Umrah for external pilgrims and the Yosr information system in Hajj for internal pilgrims. This study outlines the motivations and challenges that affect the utilisation of various IS services in the Saudi religious tourism industry through a qualitative analysis of the views and perceptions of senior executives and owners of travel firms. The findings suggest that while government initiatives and industry competitiveness were two positive factors promoting IS use, there are some major barriers preventing private firms from fully utilising the advantages of information systems. These include external factors such as lack of support from the IT industry and access to IT resources as well as internal factors within an organisation such as lack of commitment or the need for professional IT expertise. The study finds that relative advantage is a critical contributor to IS utilisation which depends on information systems characteristics

Goal Programming and Mathematical Modelling for Developing a Capacity Planning Decision Support System-Based Framework in Higher Education Institutions

Achieving the Saudi Kingdom’s vision 2030 in the higher education sector requires higher education institutions to make a significant simultaneous change in their current practices. This encompasses the transitioning of government-funded educational institutions to be financially independent. Therefore, a prompt, agile transition is required while maintaining a positive socioeconomic impact, entrepreneurship and innovation, and high-quality education. This necessitates the transition to lean processes and the review of current practices. One of the most vital processes in educational institutions is student admission/enrollment capacity planning. This study puts forward a capacity planning decision support system (DSS)-based framework for university student enrollment. The framework was applied to the case of KAU, where current practice and challenges are presented, and from which data were collected. A top-down/bottom-up approach was followed and applied using the goal programming technique and a developed mathematical model, respectively. Results show that the proposed framework effectively affects student admission/enrollment capacity planning on strategic and operational levels. Moreover, it can be used in other planning aspects of higher education in universities, such as human resources planning, teaching load planning, faculty-to-student ratios, accreditation, quality requirements, lab capacity planning, equipment/teaching aids procurement, and financial planning, to mention a few. The implications of this study include assisting decision-makers in higher education institutions in matching their admission/enrollment capacity of student numbers between the macro-strategic and the micro-operational level

Goal Programming and Mathematical Modelling for Developing a Capacity Planning Decision Support System-Based Framework in Higher Education Institutions

Achieving the Saudi Kingdom’s vision 2030 in the higher education sector requires higher education institutions to make a significant simultaneous change in their current practices. This encompasses the transitioning of government-funded educational institutions to be financially independent. Therefore, a prompt, agile transition is required while maintaining a positive socioeconomic impact, entrepreneurship and innovation, and high-quality education. This necessitates the transition to lean processes and the review of current practices. One of the most vital processes in educational institutions is student admission/enrollment capacity planning. This study puts forward a capacity planning decision support system (DSS)-based framework for university student enrollment. The framework was applied to the case of KAU, where current practice and challenges are presented, and from which data were collected. A top-down/bottom-up approach was followed and applied using the goal programming technique and a developed mathematical model, respectively. Results show that the proposed framework effectively affects student admission/enrollment capacity planning on strategic and operational levels. Moreover, it can be used in other planning aspects of higher education in universities, such as human resources planning, teaching load planning, faculty-to-student ratios, accreditation, quality requirements, lab capacity planning, equipment/teaching aids procurement, and financial planning, to mention a few. The implications of this study include assisting decision-makers in higher education institutions in matching their admission/enrollment capacity of student numbers between the macro-strategic and the micro-operational level

An e-tourism adoption model and its implications for tourism industry in Nepal

Although Nepal has tremendous tourism opportunities, the small and medium tourism enterprises (SMTEs) that constitute the largest percentage of tourism service providers, are lagging behind in e-Tourism adoption. This research conducts a comprehensive analysis of existing literature to propose an e-Tourism adoption model based on the Technology-Organisation-Environment and e-Readiness models. This model is supported by empirical data using qualitative in-depth interviews with seven key stakeholders and quantitative survey with 198 SMTEs. An operational model is outlined to identify the barriers and motivators for e-Tourism adoption in Nepal. Implications of this model for key stakeholders such as the government, tourism organisations and tourism associations are discussed. As Nepal moves to a federal political structure, the findings and recommendation from this research are expected to help policy makers, tourism associations and SMTEs to develop specific e-Tourism based programs in order to provide superior services to tourists