Information Communication and Technology(ICT) in the path of Sustainability

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1 Information Communication and Technology(ICT) in the path of Sustainability Mudasir Makhdoomi Assistant Professor Department of Computer Applications Islamia College of Science & Commerce Srinagar Abstract The role of Information Communication and Technology (ICT) in tourism industry cannot be underestimated and it is crucial driving force in the current information driven society. It has provided new tools and enabled new distribution channels, thus creating a new business environment. ICT tools have facilitated business transaction in the industry by networking with trading partners, distribution of product services and providing information to consumers across the globe. On the other hand consumers are also using online to obtain information and plan their trip and travel. Information is the key element in the tourism industry. ICT pervades almost all aspects of tourism and related industry. For instance, we depend upon it right from the scratch while identifying and developing tourisms site and destinations itself. The use of Geospatial Information Technologies in the recent years across the globe for varied purposes is popularly known and Tourism industry has not been an exception in availing its advantages. It can be used by tourist professionals to define the boundaries of the proposed tourist site as well its surrounding areas and the communities living in it. In this Study the main emphasis is laid on its ICT's role in tourism and hospitality industry and identify the segment wise role of its development. Finally this study proved positive in deliberating that ICT has very positive impact on the development of Tourism and hospitality industry which ranges from the idea generation, about visit in the minds of the travelers till its completion of the visit at a destination or place. Digital services and mobile applications that are being developed in the project will assist tourists in finding offers that meet their needs and individual preferences. Keywords: Information, Internet, Tourism, Destination. 1. Introduction ICT provide a wide range of tools to facilitate travel-related information search, for instance virtual tourism, that is the representation of the destination in the form of animations e.g. in China and Japan, which may encourage tourist to search information about particular destination and visit it in the real life.tourism is currently one of the fastest gowning industries across the world. The service industry which involves human resource from guest planning to guest arrival to guest departure. It is actually a blend of various industries and trade like hospitality industry, air/water transport industry etc. Now a days there is no industry which works without out ICT, same happened with the tourism industry. In this industry, earlier the booking was done through manual and semi automatic system of reservation, but this scenario has now completely changed, It is a the ICT 94

2 which caters the tourist at every stage of tourist cycle. It is one of the complicated business because it involves multiple socio-economic activities like attracting people to a destination, transporting them, housing, feeding and entertaining etc. Tourism, like other economic activities flourishes best when it fits into the context of general economic policies and programs designed to lead to the optimum growth of the economy of a country as a whole. The perfect integration of information and physical services in the tourism sales and marketing is the challenge for the contemporary industry across the globe as it is difficult for Destination Marketing Organizations (DMOs) to keep all the information handy. This role of marketing and promotion has now taken by the ICT through which all the information about any destination is available on one click. Hence it is largely an information product. For instance, tourism destinations are those places the environment are assumed to be unique and different from the everyday experience. One has to travel to the place of consumption to test the product or services and which cannot be done in advance for a trial. Since, tourism services are consumed the very time they are produced; it is largely based social interaction between the supplier and the consumer. The quality of the service or product is mainly defined by the interaction. To be more elaborate, consumer has access to only an abstract model of the product at the time of decision-making and contractual agreement. The decision making about choosing any destination for vacations is possible by the information about the product, which is available in advance to the consumer on the search engines through Internet. Thus tourism services and product are based on confidence, information and communication. Now a days it is possible for any literate human being to reserve and register for any tourism activity through GDS, Global Distribution System, IRS etc ICT tools have facilitated business transaction in the industry by networking with trading partners, distribution of product services and providing information to consumers across the globe. On the other hand consumers are also using online to obtain information and plan their trip and travel. Information is the key element in the tourism industry. ICT pervades almost all aspects of tourism and related industry. For instance, we depend upon it right from the scratch while identifying and developing tourisms site and destinations itself. The use of Geospatial Information Technologies in the recent years across the globe for varied purposes is popularly known and Tourism industry has not been an exception in availing its advantages. It can be used by tourist professionals to define the boundaries of the proposed tourist site as well its surrounding areas and the communities living in it. It can also get information on roads linking to the sites and availability of other utilities like water, power, market etc. Such technologies are also useful for site management and monitoring. The role of ICT tools in the industry for marketing, operation, and management of customer is widely known. 2. Review of Literature Recent Studies on ICT and tourism has revealed the transition in the industry as a result of ICT impact and have explored its possibility and potential.poon (1993) analyses some of the major challenges facing tourism industry and outlines the nexus between tourism and ICT. He traces the rapid shift-taking place between traditional tourism sector and new tourism industry. computer Technology has a strategic role in 95

3 reshaping the value chain in the industry and in the process, consumers are gradually adapting to the new values, lifestyles and new tourism products, which has reengineered by the new technologies. In the Smart e-tourism project being implemented within the framework of Karelia ENPICBC Programme, ICT enabled opportunities and possibilities for the tourism industry in the Republic of Karelia, Russia and Oulu region, Finland have been studied. For instance, to better cognize how different organizations use ICT to interact with consumers, including tourists, an online questionnaire was developed. Inkpen (1998) and Sheldon (1997) have examined the main characteristics of the industry structure and the operation of the new technologies in it. ICT applications in different sectors like airlines, hotels, tour operators, road and rail transport etc is dealt in detail with informative case studies. Some of the world s largest GDS (Global Distribution System) namely Sabre, Galileo, Amadeus and Worldspsan are examined. Besides analyzing the telecommunication technologies in the industry, the hospitality sector, entertainment sector, transport sector, management sector and other intermediaries have been diligently explored. Werthner (1999) provides a more detailed and logical understating of the industry s structure by focusing on the concepts, definitions, consumer behavior, economic aspect, market transactions, etc. Information Technology (hardware & software developments), information management, intelligent applications and system integration etc are examined carefully. Additional information on business strategy exploring the relationship between ICT, strategy and organization is also articulated. Carter & Bedard (2001) and Carter & Richer (1999) have focused on the operators in the tourism industry. Developments of the e commerce and DMO (Development Management Organizations ) and their changing value chains are analyzed intelligently and clearly so that importance of internet presence for consumers, intermediaries, travel media and other players in the industry is noted and understood through their works. Marcussen (1999) attempts to provide an overview of innovative developments in distribution of travel and tourism services in Europe. It documents the wealth of statistical data on travel and related transactions in the European tourism industry. However, most of the experiences are based on the western developed world, which could possibly a limitation while trying to understand the nexus of ICT and Tourism in an Indian context. Jennifer et al (2003) have examined the way ICT and Internet have gradually changed the tourism industry in China. They have used the existing theoretical framework on ICT and e-tourism developments in other parts of the world namely Europe and America to examine their impact of ICT application in the tourism industry contemporary China. There have been tremendous developments at the destinations levels in the recent years. Internet, Intranet etc has been extensively employed by the (DMOs) which has integrated the functioning process and made the system more efficient. Studies like (Poon 1993, Sheldon 1997, Werthner & Klein 1999, Alford 2000, Werthner and Klein 1999, Alford 2000, WTO 2001) have revealed that Internet and strategic implementation of IT is now critical for companies to survive in the global 96

4 economy. However, not many efforts are made to study e-tourism developments in India and other developing countries 3. Objectives 1. To study the role of ICT in tourism and hospitality development. 2. To analyze the different segments of ICT and their individual impact on development on tourism and hospitality. 3. To recommend the strategies for the future plan of ICT.. 4. Research Methodology The methods and procedures of inquiry are fundamentally important for achieving valid and reliable mechanisms of data collection, analysis and interpretation. The procedures which were implemented for data collection was the Self structured Questionnaire on Likerts 5 Point Scale ranging from strongly disagree to strongly agree. Number of questions were asked to tourists with regard to their experience about online booking and online service and role of ICT in the Tourism industry Development by interviewing them at different destinations of Srinagar. 5. Data Analysis and Interpretation The tourism Product and service which is to be rendered to the tourist at different locales can become more attractive as a consequence of e-tourism solutions that are being developed like Global Distribution System for the Reservation and IDS, Fidelio in Hospitality sector which helps them to keep track about all services required, rendered to the guests in the hotels.. Even though there are evident gaps in the infrastructure, e-tourism solutions show encouraging outcomes. It is worth noting that e-tourism has an immediate effect on the competition through provision of cost effective and personalized services. S. No. Table 1 Variables 1 Do you feel that the Online booking Portals have reduced the burden of travellers in terms of time consumption and Human Resource 2 Do you agree that the information available on the internet about any destination has increased that visits of tourist at a destination. 3 Do you think that availability of information and contact details of the Tourism Authority on the website has made tourist feel confident about the destination 4 Information technology has positive impact on every industry and same happens for tourism industry. Mean

5 5 Communication in any form on website is proving a confidental tool for non native people especially when they have come for visit 6 Knowledge of computers enhances the efficiency of tourism related activities employees 7 Computers is having a positive impact on environment Internet is one of the best information resource about any destination Virtual tourism, a tourism activity shown by animations give a clear understanding to a tourist about the destination before arrival. 10 Booking, registration in hotel etc by Internet/ICT has made travel easy for a tourist Involvement of ICT for a Guest/Tourist in a Hotel: for Involvement, for Stages: Enquiring Reservation Pre- Arrival of Guest Arrival of Guest Registration Luggage Handling Guest Cycle in a Hotel Check Out Billing Departure of Guest Stay of a Guest Tracking of all POS Compiling of Bills POS: Point Of Sales The above diagram and Table 1 itself illustrates that the ICT has become a backbone for any organisation especially for tourism industry, it has shown its involvement at every step or stage of tourist cycle or guest cycle in a hotel. Also the mean score also illustrates that the ICT has made the number of prime works, in a travellers visit in making it easy and affordable. Also the quality of service has been enhanced. 98

6 Furthermost it explains that all the components of ICT is having a great positive impact on the development of Tourism as well as hospitality industry. 6. Conclusion The fast development of information communication technologies (ICTs) and the expansion of the technologies have changed industry structures around the world. This study examines how the ICT gradually change the tourism industry structure in India like ranging from guest arrival to departure in hotel, airline or at a destination. it is evident from the results that the ICT has made the Industry dependent due to its involvement at every step or stage. So for the sustainability of industry the ICT should be incorporated at every level. The employees should be trained and educated with the new trends and techniques of ICT so that maximum guest delightedness can be achieved The research is conducted based on information collected from several tourism organizations, such as airlines, hotels, tour operators, visitor attraction and the tourism authorities within Srinagar The role of ICT has enhanced the service quality and employee capability. the same employee can cater the number of guests and tourists at a time due to dint of ICT like in hotels earlier there were always queue at reception, but by the invent of ICT the express check out system ahs came into existence which has declined this queue to a very large extent and the guest get immediate access to their respective assignments later on. The most important benefit associated with the access to the new technologies is the increase in the supply of information, which is shared and disseminated to larger audience. Secondly it reduces the cost of production. There is a need for a wellstructured Information System or Intelligent System technologies in tourism industry to facilitate the access of tourist information by the users. The current ICT system has certain limitations. For instance, accessing information through Internet and www is an intelligent mean of getting the information, but many a times, the information is highly fragmented. Search engines for tourism should be developed. Facilities to browse according to the topic portals can be made. 7.References Information Journal of Information Management, Jennifer X. M, Dimitrios, B & Haiyan, S. (2003). Vol 23. Issue 6. Pg Project Karelia ENPI CBC KA322 Development of cross-border e-tourism framework for the programme region(smart e-tourism), co-funded by the European Union, the Russian Federation and the Republic of Finland. Electronic Information Distribution in Tourism and Hospitality, CABI Publishing, UK, O Connor, P. (1999), 99

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