E-Tourism and the Modern Traveler: Insights into Online Satisfaction

International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

This study investigates tourist satisfaction in the context of e-tourism, with a focus on the emerging digital travel landscape in Papua New Guinea (PNG). As the tourism sector increasingly integrates Information and Communication Technologies (ICT), understanding the factors that influence e-satisfaction becomes critical for enhancing service delivery and competitiveness. Drawing on primary data collected from 50 respondents who have purchased tourism services online, the study evaluates satisfaction across key dimensions including convenience, merchandising, serviceability, site design, and security. Findings reveal that convenience driven by time efficiency, cost savings, and flexible access—is the most influential factor, while security features, particularly the protection of financial data, remain a concern. The study also highlights generational and educational trends in digital tourism engagement, with younger and graduate-level users showing higher adoption rates. The results underscore the need for improved website responsiveness, personalized offerings, and robust data protection to foster trust and loyalty. These insights offer practical implications for tourism stakeholders in PNG aiming to leverage e-tourism for sustainable growth and global visibility.

References

1. Adam, S. H. (2004), Determinants of satisfaction in pre-order and post-order phases, Journal of Academy of Business and Economics.
2. Akama, J. S. and D. M. Kieti, (2002). Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park. Tourism management, 24, pp. 73-81.
3. Alagha, A. (2013). Requirements for improving Contemporary E-tourism Information systems in terms of customer satisfaction, Master Thesis Submitted to Department of Computer & Systems Sciences (DSV) Royal Institute of Technology (KTH) Stockholm, Sweden
4. Avramovic, M. (2010). Information Communication Technology In The Function of Improvement of Competitive Position of Tourist Destination, Economics and Organization Vol. 7, No 2, pp. 209 - 217
5. Bai, B., R. Law and I. Wen, (2008). The impact of website quality on customer satisfaction and purchase intentions: evidence from Chinese online visitors. International Journal of Hospitality Management. 27(3), pp. 391- 402
6. Bennett, M., and Radburn, M., (1991), Information technology in Tourism: The impact on the industry and supply of holidays, in Sinclair, T., and Stabler, M., The tourism industry: An international analysis, CAB International, Oxford, pp. 45-67.
7. Bethapudi, A. (2013). The Role of Ict in Tourism Industry, Journal of Applied Economics and Business, Vol. 1, Issue 4, pp. 67-79.
8. Buhalis, D. and Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years.
9. Chang, C. and Hsu, Y. H. S. (2013). Assessing the Effect of Perceived Value, Service Quality and Customer Satisfaction in the Online Travel Industry, Business and Management Review Vol. 3(03) pp. 14 – 23.
10. Cho, N. & Park, S. (2001). Development of electronic commerce user-consumer satisfaction index (ECUSI) for Internet shopping, Industrial management and Data Systems, 101(8), pp. 400-405.
11. Coker, B. (2013). Antecedents to Website Satisfaction, Loyalty, and Word-Of-Mouth, Journal of Information Systems and Technology Management, Vol. 10, No. 2, pp. 209-218.
12. Connolly, D. J., and Lee, S. (2006). Developing Information Technology Proficiencies and Fluency in Hospitality Students. Journal of Hospitality & Tourism Education, 18(3), pp. 15-29.
13. Cyr, D. (2008). “Modelling Website Design across Cultures: Relationships to Trust, Satisfaction and E-loyalty, ” Journal of Management Information Systems, 24 (4), pp. 47-72.
14. Flavian, C., Guinal, M. and Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty, Information & Management, 43, pp. 1– 14.
15. Gupta, A. (2012). An Overview of Information Technology in Tourism Industry, International Journal of Applied Services Marketing Perspectives Vol. 1, No. 1, pp. 1-6.
16. Ho, C. and Wu, W. (1999). Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping, Proceedings of the 32nd Hawaii International Conference on System Sciences, 1, Retrieved from http://www.computer.org/proceedings/hicss/00 01/00015/00015027.PDF.
17. Jadhav, V. S. and Mundhe, S. D. (2011). Information technology in Tourism, International Journal of Computer Science and Information Technologies, Vol. 2 (6), pp. 2822- 2825.
18. Kim, G. W., X. Ma and D. J. Kim, (2005). Determinants of Chinese hotel customers' satisfaction and purchase intention. Tourism Management.
19. Kim, W. G., & Ham, S. (2007). The Impact of Information Technology Implementation on Service Quality in the Hotel Industry. Information Technology in Hospitality, 4(4), pp. 143-151.
20. Massomeh, M. (2006). Electronic Satisfaction in Tourism Industry, Master Thesis submitted to Luleå University of Technology.
21. Phuong, D. V. (2010). Evaluating tourists? satisfaction on E-tourism in Vietnam, Master Thesis submitted to Shu-Te University, Yan Chao, Kaohsiung, Taiwan, Republic of China.
22. Porter, M., 2001. Strategy and the Internet. Harvard Business Review 79, 3, pp. 63–78.
23. Schaupp and Bélanger (2005) A Conjoint Analysis of Online Consumer Satisfaction, Journal of Electronic Commerce Research, Vol. 6, No. 2, pp. 95-111
24. Schefter, P. and Reichheld, F (2000) “ELoyalty , “ Harvard Business Review, 78 (4), pp. 105-114. [26] Scottish Parliament, Tourism e-business, Aug. 2002.
25. Singh, A. J., Kim, H., and Huh, C. (2006). Differential Impacts of Information Technology Services in the Korean Hotel Industry: A Study of Management Perceptions. FIU Hospitality Review, 24(2), pp. 78-89.

Keywords

E-tourism, Tourist satisfaction, Information and Communication Technology (ICT), Online booking behaviour, Website usability, Security in e-commerce.