Keywords

Introduction

Tourism is a high-value income-generating enterprise in today’s world. It holds inordinate economic potential for the developing countries. Bangladesh is a developing country with a vast potential to grow tourism industry. The country has heroic history, abundant natural beauties, and archaeological resources that are available for tourists to experience.

Technology has reliably encouraged us in our step by step lives. It has changed us in each field. Advancement in transport sector has empowered us to arrive at those parts which are perilous to explore. Different things like mobile, PC and more have changed the manner in which we sell, purchase, work and basically change each piece of our lives. It has ended up being a right hand for our lives. Technological devices’ acceptance and usage in the tourism industry appear to be showing an increased interest. Its effect on the tourism is massive. Technologies have been changing the tourism industry all around the world. The technology driven re-designing has steadily created another change in outlook, adjusting the business structure and building up an entire scope of chances and problems. Technologies enable consumers to recognize, redo and buy the tourism industry products and services while inaugurating a globalized tourism sector by giving instruments to production, overseeing and distribution around the world. Technology is becoming a basic part of competitiveness in tourism industry.

Tourism technology advancements can help local people earn more money and live better lives. It has the potential to resuscitate local customs, culture, and especially traditional crafts. It can boost the rural economy's growth by generating demand for agricultural goods and funding infrastructure projects; it can also inject capital into rural areas. As a result, technical devices that can help distribute tourism knowledge should be available for effective tourism marketing for the good of all sharers. Until now, the idea of technological innovation in Bangladesh has not been adequately reflected in the country’s existing tourism development programs. A few of the tourism experts believe that instead of trying to accommodate many tourists beyond its ability, Bangladesh should focus on ecotourism growth. In our paper, we attempted to assess the state of technology in selected regions based on the expectations and views of tourists and tourism employees, and we proposed a business design to boost the tourism industry in Bangladesh.

This paper looks at the field of tourism and the different information technology that can be used to improve the industry’s infrastructure. The results of this study will assist policymakers in identifying a mix of technological solutions that can assist them in developing tourist-friendly policies and proper resource use policies for optimum return.

The main goal of this research is to focus on issues related to the problem and potential of technology in the Bangladeshi tourism industry. However, the basic objectives of this study are as follows: first, to understand the current scenario of technology in tourism products and services in Bangladesh; second, to understand the existing problems and prospects associated with technology growth in Bangladesh; and third, to recommend a technology in tourism industry paradigm in Bangladesh.

Literature Review

Despite the fact that usually abused, technological advancement and imagination, mean and speak to various things since innovativeness covers new items and new administrations, creation of novel thoughts, new cycles, new brands, new strategies, new methodologies and developments, while innovation covers the utilization of new and inventive thoughts just as implication of discoveries (Decelle, 2004; Erdem et al., 2011; Tan, 2004).

According to evidence, information and communication technologies (ICT) improve accessibility and enjoyment for both residents and visitors by providing digital services and interconnectivity (Buhalis & Amaranggana, 2014). Another viewpoint is that we live in a "smart environment" in which the landscape is constantly evolving and becoming more welcoming as a result of rapid advancements in ICTs (United Nations World Tourism Organization, 2011). Without a doubt, the use of ICTs provides simpler solutions that help to save time and money while also triggering new tourist reactions (Tourism Embassy, 2013; United Nations World Tourism Organization, 2011). In recent years, wireless and mobile technology have had a significant impact on tourist activity. These technologies allow tourists to engage in mobile social web activities, thereby establishing a new way of life (Fesenmaier et al., 2000; Ye & Tussyadiah, 2011; Lee & Mills, 2010; Luz et al., 2010; Tourism Review, 2014; Tussyadiah & Fesenmaier, 2008; Wang et al., 2012) and facilitating the development of meaningful personalized experiences (Mihajlovic, 2014; Neuhofer et al., 2015).

Since the tourism industry is an information-intensive industry, a focal reservation framework was frequently used to store and recover data and direct exchanges (Buhalis, 2000), in this way making a focal client information base. Booking in the tourism industry administrations relied upon travel planners, who intervened the connection between the tourism industry firms and clients (Buhalis, 1996). Nonetheless, the pervasiveness of personal computer (PC) frameworks and the development of the web changed and altered the manner, in which the tourism industry exchanges are directed (Buhalis & Deimezi, 2004). The Internet has become a place for shoppers to look for the tourism industry related data, buy the tourism industry products and services, and acquire others’ feelings.

Uncertainty about the wellbeing of online tourism bookings and exchanges impacted on early streams of examination of security (Kim et al., 2006), protection (Lee & Cranage, 2011) and trust (Wu & Chang, 2005). Especially, security was viewed as the main thought for internet booking (Kim et al., 2006; Ryan & Rao, 2008). Increments in buyers’ adoption and utilization of web based platforms in the tourism industry and friendliness administrations made site quality concerns, in this manner affecting exploration on web architecture quality (Ku & Chen, 2015). Simplicity of route and data quality became significant contemplations for drawing in and holding clients (Wong & Law, 2005; Kaplanidou & Vogt, 2006), as user-friendly sites upgraded data search and helped sightseers show up at speedy choices (Ku & Chen, 2015). Then, Destination Marketing Organizations (DMO) understood that the web offered bountiful open doors for their activities. Therefore, sites were intended to reflect objective ascribes, accordingly impacting the apparent picture of the objective and making a virtual encounter for the buyer (Sparks & Pan, 2009). Genuine travel and the aim to travel were affected by touring, culture and legacy action; thus, customers were pulled in to objective sites that mirrored these qualities (Murphy et al., 2011).

The aim of this chapter's investigation is to concentrate on technology-assisted tourism strategies in Bangladesh. First, we looked at the current tourism technology and its trends. Second, we described the tourism technology customer and their buying behavior in terms of motivation-based tourism. Finally, we looked at the tourism technology’s potential in Bangladesh from a global perspective. Finally, we offered suggestions for promoting potential technical applications more effectively and efficiently with limited resources.

The Role of Technology in Tourism

The hugeness of technology in tourism has brought all the far spots close. The speed of time has extended its rules, one road trip is basic nowadays, and the experience is agreeable and quick. Things that should be conceivable in an hour, they would now have the option to be done in a second or even in a second, to recognize themselves for innovation. Spots that cannot contact people consistently; now, one can be reached in a moment. Innovation gives us apparatuses that can make a striking outing. Today, the advancement has advanced in gigantic limits and jumps. We cannot imagine the world without innovative progressions, for instance, LEDs, Computer and machines, and so forth. Despite the facilities, there are a couple of burdens and preferences of the procedure. Above all, innovation plays a significant occupation in the overall population since it makes life less tedious and much simpler to live. Technology can make simple courses at work. People do not have to buckle down as of now, individuals use advanced technology to make arrangements for their excursion, which makes it dynamically worthwhile and basic. They can ask about the spots on their own movement, search for the best hotels and charges and hold a spot from their mobile or PC.

Tourism, Hospitality and Technology

E-Tourism Demand and Technology-Driven Revolution

The Internet has capacities to bring flexibility in the processes of service delivery and consumer choices. At present, customers also become more discerning and sophisticated. One of the main reasons is that they experience high levels of service and because the standard of living has grown considerably. Thus, tourists have become more demanding, demanding high-quality products and placing a high value on their money, as well as, probably more crucially, their time. This indicates that people are pressed for time. After being introduced to a variety of tourist products and places, experienced, smart, and demanding visitors rely significantly on electronic media to get knowledge about destinations and rapidly communicate their wants and wishes to suppliers (Bethapudi, 2013).

E-Tourism Impacts on Marketing Mix

The Internet and the World Wide Web (WWWW) have changed the way tourism is promoted and communicated. ICTs will help you save money on commissions. Expedia is using eBooks to break into the market and acquire a large share, resulting in a re-intermediation of the distribution system. E-Airlines are a form of online airline. Travel agencies had to manually locate the best routes and fares for their customers in a manual, then call for availability, reservation, and confirmation before manually issuing a ticket, and American Airlines launched its SABRE Computerized Reservations Systems (CRS) in 1962 to replace manual reservations on display boards where passengers were identified. In the worldwide tourist industry, the accommodation sector is the least automated. Property Management Systems (PMSs) were created to help with front desk, sales, planning, and operations. This was accomplished by maintaining a database that included all reservations, prices, occupancy, and cancellations, allowing the hotel inventory to be managed. Computerized systems are constantly being used by hospitality companies to enhance inventory control, connect with customers, and cut some of their operating costs (Alipour et al., 2011).

E-Hospitality

ICTs have quickly entered the hospitality industry, integrating hotel operations, reshaping marketing functions, increasing overall performance, offering resources for marketing analysis and relationship building, and improving customer service, all while providing strategic opportunities. Furthermore, customers are increasingly expecting ICT amenities in their rooms; internet connectivity via television and data port has become norm in higher hotel categories. The Internet has significantly enhanced hotel representation and reservation processes. Customers who visit the hotel would appreciate the convenience of booking online because it offers an easy and reliable communication tool. The more offices, transactions, arrivals and departures, and reservations, the more the demand for technology for helping the processes (Sigala, 2014).

E-Tour Operators

ICTs are also important for the delivery of tour operators’ packages, as they must continuously communicate with all of their suppliers, including lodging and transportation providers. For tour operators, the introduction of the Internet, Extranets, and Intranets as strategic resources has some advantages. Since it helps tour operators to coordinate operations, address possible challenges, and ensure that customer needs are conveyed to all principals providing the tourism product, timely coordination and sharing of information is critical. ICTs are crucial for tour operators from a strategic standpoint. Kuoni, as an example, allows customers to customize their tourism packages online and create their own itinerary by allowing them to extend their vacation, change their lodging, plan for meals, and include value-added services like car rentals and scuba diving lessons. Tour operators, on the other hand, would undoubtedly need to move their attention away from information provision and reservation mechanisms and toward a strategic position to add value to the product and operation. As a result, tour operators will demand to rethink their core principles and pinpoint new consumer segments that they can serve in the future (Bethapudi, 2013).

E-Travel Agencies

 ICTs also significantly improved travel agency’s internal organization. Travel agencies have realized considerable synergies, efficiencies, and cost savings through the combination of their back-office (accounting, personnel, and commission tracking) and front-office (ticketing, customer background, itinerary growth, and contact with suppliers) functions. Tighter financial monitoring can be accomplished. The reason is that purchases that ar made in branch offices are recorded automatically back to the head office. Furthermore, transactions include essential marketing analysis data, which can be used to report market trends and assist tactical decisions almost instantly. CRM systems can assist agencies in monitoring the activities of their efficiencies, control, and competition on an individual basis. Storing data in a data center will also assist them in developing proactive marketing tools to target specific consumers with customized goods. So, these increase the value added services provided to each customer and defend disintermediation. As a result, agencies must use modified ICT that is comparable to that used by manufacturers and consumers (“Khal” Nusair et al., 2010).

E-Destinations

The complete tourism supply at destinations is integrated using a destination management system (DMS). Their ability to unite all stakeholders at destinations to enter a global market demonstrates their commitment to strategic management and marketing. DMS provides cutting-edge information and, on occasion, assists with reservations. Also, Destination Integrated Computerized Information Reservation Management Systems (DICIRMS) address the full spectrum of needs and resources needed for particular destinations for both tourism businesses and consumers. DICRIMS provide the infrastructure for all stakeholders, including customers, principals, dealers, and destination marketing organizations, to communicate and conduct business (Buhalis & Wagner, 2013).

Methodology

Research Design

There are two main sections to this research. The first part is based on secondary data, while the second part is based on primary data. In this report, the author attempted to create a conceptual structure for technology deployment in the tourism industry. Based on the conceptual context, secondary data primarily focuses on the infrastructural elements of technology. Furthermore, the section of this study that deals with primary data is a major part of it. This section is divided into two parts. Technological demand makes up one half of the equation, while technological supply makes up the other. To investigate the technical demand side, the author gathered primary data through a questionnaire to collect possible variables of tourist satisfaction. On the other hand, in order to investigate the supply side of technology, the author conducted interviews with tour operators, hotel managers, and others. And, based on the findings of both respondents’ reports, the author devised an activities-challenges-prospects approach.

Data Collection

Primary Data

  • Demand side

The primary data comprised the tourists’ age, gender, and occupation when they arrived in Chattogram, Bangladesh for treatment.

  • Supply side

Details on the tourism personnel who are also responders were included in the primary data.

Secondary Data

Secondary data from many sources such as websites, journals, and other sources is used to demonstrate the activities and present state of technology in the tourism industry.

Sample Size and Response Rate

Demand Side

A total of 257 people were picked from various tourist attractions in Chattogram, Bangladesh. The sample was taken between November 2019 and January 2020. A total of 350 people were sampled by the authors. Only 300 of the 350 responses were domestic tourists visiting from other countries. However, 50 people declined to participate for personal reasons. 43 of the 300 surveys received were incomplete because respondents were unable to answer some questions (Table 3.1).

Table 3.1 Sample size and response
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The following are some of the regions where usable responses were received (Table 3.2).

Table 3.2 usable response
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The frequency of data by location is depicted in the diagram below (Fig. 3.1).

Fig. 3.1
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Frequency of respondents by region. (Source: authors’ survey, 2020)

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Result and Analysis

Applications of Technology in Tourism

Mobile Technology

Traveling is unquestionably characterized by mobile technology. Our mobile phones have taken on the roles of travel agency, tour guide, best restaurant locator, map, and many other functions. Throughout the entire purchasing process, it is still by our side. The majority of visitors use their smartphones for all aspects of their vacations. They can use a “Google map” to search the internet. They can also use social media for guidance. Tourists have all of the information they need about their journey in the palm of their hands, thanks to an app they already use, which eliminates the need to download something else (Fig. 3.2).

Fig. 3.2
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Use of mobile technology by the tourists. (Source: authors’ survey, 2020)

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Below figure shows the scenario of mobile phone uses in tourism. According to our survey, 83% tourists use smartphone for everything during traveling. Only 2% do not use smartphone. The reason behind it is that the people who do not use smartphone in this purpose, they do not know the use of some apps. Most of them are old people. They do not have curiosity to learn the use of the apps or other mobile technology.

Augmented Reality (AR) or Virtual Reality (VR)

Augmented reality holds the capability of empowering tourist companies to portray their services more creatively. Providing virtual tours through accommodation and other facilities with a solitary tap on mobile screens, facilitates the research process for explorers as well as encourages them to settle on better reserving choices. VR app lets someone see the top of the world without climbing to the top. Newer device models have AR software already integrated into the phone. For example, iPhone (iOS 11.0) or the ARCore app installed from the Google Play Store can provide the AR service.

The following Figure shows the result about AR/VR knowledge in Bangladesh (Fig. 3.3).

Fig. 3.3
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Scenario of AR/VR Knowledge. (Source: authors’ survey, 2020)

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Unfortunately, the use of AR or VR is very few in Bangladesh. Though people use smartphone, but most of the people are not able to buy iPhone. According to our study, only 31% tourists know about the AR or VR. 69% tourists even do not know about these apps.

Internet of Things

The Internet of Things (IoT) is a network of physical objects—"things"—that are implanted with sensors, software, and other technologies in order to communicate and exchange data with other devices and systems over the Internet. Sensors connected to the Internet are being integrated into vehicles, bags, homes, and other objects. Customers at some Virgin Hotel hotels can use an app to connect to the room’s thermostat or monitor the TV. There are also bags with electronics that allow clients to watch their baggage at any time using their phones, allowing them to prevent losing stuff at the airport or other public locations (Fig. 3.4).

Fig. 3.4
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Application of Internet of Things. (Source: authors’ survey, 2020)

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Below figure shows the application of internet of things in Bangladesh. According to our survey, only 12% use internet of things whereas 88% do not use internet of things. In general, internet of things is quite expensive. In Bangladesh, most of the people belong from middle class or lower class family. They cannot afford the costs of internet of things. 12% tourists who utilize this facility have a background of residing abroad. They are very familiar with the service and also enjoy a lot.

Virtual Assistance

This is an open technology that companies can utilize and customize to meet their own requirements. Some virtual assistants will answer all of our questions, such as how to switch on the radio, check email, and so on. Inns are now enrolling this “support” as a result of the emergence of virtual assistants who are specially intended for this setting. IBM's Watson Assistant is an AI-powered virtual assistant that gives users intuitive and personalized information.

In the below Fig. 3.5, we can get a clear picture of the scenario of virtual assistance in Bangladesh. According to our study, 67% tourists utilize virtual assistance during traveling. Only 33% do not utilize the facility. The reasons behind not using are: (i) Some do not have Smartphone; (ii) some do not know about the use of virtual assistance etc.

Fig. 3.5
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Virtual assistance. (Source: authors’ survey, 2020)

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Big Data

There has been a lot of talk about Big Data lately, but no one seems to be able to display all of the opportunities it provides for the tourism industry. Regardless, it is already being used by a number of industry players. The inn network uses the information gathered about their guests to choose the ideal target for their marketing efforts. In essence, they review their data collection and look at the amount spent, the reason for the trip, and the place of origin, then cross-reference this information with public data from government sources to construct the most relevant client profile and increase their success rate. As a result, they establish a higher division for their missions in order to improve their viability and advance the venture required to execute them.

We also interviewed the hotel managers to know the information about it (Fig. 3.6).

Fig. 3.6
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Scenario of utilizing the big data. (Source: authors’ survey, 2020)

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According to our survey, 98% hotel managers stated that they use big data for further progress. Only 2% do not use big data. This is obvious that it is a good thing for us. Our hotel industry has improved a lot recently.

Blockchain

Blockchain is a technology that has the potential to transform the world as we know it. Despite the fact that it is mainly associated with banking, it gives the impression that it may have an effect on travel. Although there has not been much testing, it’s possible that it would be useful in identifying travelers at the airport, maintaining transparency in sightseers’ views, and facilitating quick and safe payments. In an increasingly digital environment, block chain is an evolving technology with numerous advantages. It makes use of a digital signature feature to facilitate fraud-free transactions, making it impossible for various clients to alter or destroy a person’s information without a specific digital signature.

It is programable and can produce precise activities, occasions, and installments consequently when the criteria of the trigger are met (Fig. 3.7).

Fig. 3.7
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Scenario of block chain knowledge. (Source: authors’ survey, 2020)

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Clearly, more than half of the tourists in our sample do not have any idea about the block chain technology. Only 45% tourists are aware of it. To adapt with the improved technology more information should be provided to general people by the authority.

5G Technology

With the help of the 5G network, travel creativity becomes even more impressive. They ensure much faster loading and downloading rates, as well as more comprehensive inclusion and more stable connections. With several times the download speed of 4G, 5G allows us to build and transmit creativity that was previously impossible. As a result, the interconnectedness between smart devices can become more effective to fully appreciate the Internet of Things (IoT). Immersive tourism, in which technology turns visitors into the hero of the experience, will become a reality. In addition, augmented reality (AR) or 360° video will become more widespread and available (Fig. 3.8).

Fig. 3.8
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2G/3G, 4G and 5G Users. (Source: authors’ survey, 2020)

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In the above figure, it is clear that 5G is not available in Bangladesh yet now. However, 4G network is available here. And according to our study, 87% tourists are 4G user. On the contrary, 13% tourists are using 2G/3G network. They opined that 2G/3G also provide such a network which is not bad at all. Those who are using 4G network, they stated that 4G is quite enough to browse during traveling.

Supply Side of Technology in Tourism Industry

A hotel employee named Foysal Ahmed (26 years old) said, “overall performance of technology in the hotels is good. Their colleagues are very responsible and serious”.

Ziaul Hoque (33 years old), an employee said, “I found that the services are excellent. Especially the tourists are highly satisfied due to advanced technology”.

A tour operator, Akter Kamal (21 years old) said, “All his colleagues are very well-behaved”.

Demand Side of Technology in Tourism Industry

Information Collection Medium

The authors gathered data in order to learn more about how tourists gather information. Since data plays such an important role in tourism marketing, it is essential to understand it in order to reform a business design. The table below depicts a straightforward picture of the information gathering medium (Table 3.3).

Table 3.3 Information gathering medium
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As can be seen from the table below, the majority of tourists (more than 50%) received information from friends and relatives. The internet, which is a technology, is the second most used medium. However, there is a significant difference between these two mediums. The percentages of tourists who obtained information from magazines and guides, the media, as part of a travel package, through a travel agent, and from other sources are 5,3,2,3 and 1, respectively. It is obvious that modern marketing design has a lot of potential to change certain industries. The questionnaire included a question about “fairs and exhibits.” No visitors have chosen this as a mode of transportation. As a result, tourism fairs/exhibitions can clearly be organized to draw more visitors.

Booking

Tourists were asked about the information gathering medium, that is, from where, they get to know about the place. Authors found that people gathered information from different sources such as travel agency, friends and relatives, internet and others.

Figure 3.9 below shows that most of the tourists (42%) booked through travel agency. A good number of tourists (41%) were influenced and also got booking help by friends and relatives. Percentage of tourists booked through internet and others are 11% and 6%, respectively.

Fig. 3.9
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Booking medium. (Source: authors’ survey, 2020)

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Application of Technology in Tourism Marketing

Respondents were asked about marketing technologies. More than 40% of those polled said they were pleased with the technology. Just 7% of people thought the technology in the marketing industry was bad, while 13 percent, 4%, and 24% thought it was outstanding, very good, and good. However, 52% of respondents said that marketing technology is average (i.e. business as usual) (see Fig. 3.10).

Fig. 3.10
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Technology in marketing. (Source: authors’ survey, 2020)

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Technology in Booking Systems

The technology in the booking system was discussed with the respondents. “Excellent,” said 45 percent of respondents. This aspect was rated as very good or good by 23 percent and 21 percent of respondents, respectively. However, 10% and 1% of respondents rated this aspect as “average” and “poor,” respectively. They stated that the preservation of this natural resource is insufficient. For the preservation of the waterfall's beauty, a proper strategic plan is needed (Fig. 3.11).

Fig. 3.11
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Technology in booking system. (Source: authors’ survey, 2020)

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Technology in Accommodation Industry

A good number of people (56%) stated that they got technological support in accommodation industry such as in hotels or cottages. 27% and 14% people opined that the technologies in accommodation industry are very good and good. Only 3% respondents’ replies were average (Fig. 3.12).

Fig. 3.12
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Technology in accommodation industry. (Source: authors’ survey, 2020)

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Technology in Restaurants

In Fig. 3.13, we can see that out of 100% respondents, 41%, 22% and 16% people opined that technological supports in restaurants are excellent, very good and good respectively, whereas only 9% people opined the quality as poor. However, 12% people mentioned that the technology is as usual.

Fig. 3.13
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Technology in restaurants. (Source: authors’ survey, 2020)

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Technology in Transport Industry

A large percentage of people (around 30%) thought boating was excellent, while more than 15% thought it was bad. They also explained their reasoning for making a negative statement. They drew attention to the transportation authority’s weak management structure. The majority of the cars are very vintage. Those should be replaced with new vehicles by the authority. Otherwise, unanticipated mishaps can occur. However, less than 20% and less than 10% of respondents, respectively, rated the boating as very good and good (Fig. 3.14).

Fig. 3.14
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Technology in transport industry. (Source: authors’ survey, 2020)

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Technology in Tourist Spots

Authors tried to explore the satisfaction level of some factors in Bangladesh. As we can see from the diagram, 33% people opined that technology in tourist spots are poor and 13% people opined that nature is as usual. 32% and 12% respondents scored these two factors as excellent and very good respectively (Fig. 3.15).

Fig. 3.15
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Technology in tourist spots. (Source: authors’ survey, 2020)

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Application of Technology in Tourism Products

Impression of a good number of people (85%) regarding telecommunications was excellent, whereas 5 people scored this factor as good. However, 10% respondents scored the telecommunications as very good (Fig. 3.16).

Fig. 3.16
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Telecommunications. (Source: authors’ survey, 2020)

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Televisions and Satellites

Another critical aspect that can affect visitors is television and satellite. Telecommunication services were rated excellent and very good by 90 percent and 5% of respondents, respectively, out of a total of 100 percent of respondents (Fig. 3.17).

Fig. 3.17
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Television and satellites. (Source: authors’ survey, 2020)

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Wi-Fi Connection

The respondents were asked how satisfied they were with their Wi-Fi link. The places were rated outstanding, very good, and good for Wi-Fi connection by 66, 22, and 5 respondents, respectively. However, 7% of respondents had a different view, stating that the places are average and bad for Wi-Fi access, respectively (Fig. 3.18).

Fig. 3.18
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Wi-Fi connection. (Source: authors’ survey, 2020)

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Air Condition

Air condition is another important factor of accommodation and restaurants that can influence the tourists. Out of 100% respondents, 78% and 11% respondents opined air condition services as excellent and very good respectively. 5% opined air condition is good. Only 1% opined it as poor (Fig. 3.19).

Fig. 3.19
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Air condition. (Source: authors’ survey, 2020)

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Washing Machine

Authors tried to explore the satisfaction level of the factors in Bangladesh. As we can see from the pie diagram, 52% people opined that washing machines in accommodation places are in excellent condition and 12% people opined that condition is very good. 10% and 10% respondents scored as good and average. 16% tourists scored washing machine as poor (Fig. 3.20).

Fig. 3.20
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Washing machine. (Source: authors’ survey, 2020)

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Based on the findings, we may infer that technology plays a significant role in the growth of tourism and is therefore an unavoidable part of the industry’s expansion. The majority of hotels and tourism organizations need technical upgrades to keep up with current trends. Travel is one of the most important aspects of tourism, so online reservations, especially for lodging, are crucial. In Bangladesh, more understanding of the knowledge process is needed, as well as ICT training at various levels of tourism, travel, and hospitality enterprises. As a result, tourism education in Bangladesh should place a strong emphasis on technology. Bangladesh should strive to increase the adoption of technology among the general public, as this is critical to the country’s development. It should be noted that this is the most effective method of doing business in the tourism industry. Tourism companies should offer more resources to consumers in this line that are conveniently available to everyone in their locations. Bangladesh’s government bears a significant amount of responsibility for streamlining ICT use among stakeholders (B to B) and clients (B to C). Websites for tourism should be upgraded and revised on a regular basis. More options for B2C and B2B customers to pay for their reservations using their mobile phones are required.

Strategic Model of One Stop Service for Technology in Tourism

The customer’s experience with technology in tourism is the most important factor that affects his or her happiness, which influences the likelihood of returning. As a result, developing a framework that can provide travelers with a positive experience should be a top strategic priority for travel agencies and their administrators. Many agencies have a one-stop service system for their clients, which may include booking, lodging, transportation, and other services.

Bangladesh can follow the above model to improve the technological industry in tourism. Application of technology should be encouraged regarding tourists’ spots, travel agent management, package management, transportation, booking, accommodation etc. In Fig. 3.21, a conceptual strategic model of one stop service has been drawn. If an agency can provide all the services together, tourists will be more interested to visit a place.

Fig. 3.21
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Conceptual Strategic Model of One Stop Service. (Source: authors’ own concept, 2020)

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Suggested Strategies

A significant role is played by technology in the field of tourism and the tourism industry since a decade ago. Use of technology in the tourism industry has straightforwardly helped in diminishing the expense, improving administrations, and upgrading operational proficiency and client experience. Following strategies should be adopted to improve the current status in Bangladesh:

  • Internet operators should provide better internet facilities so that tourists can easily get access to all the information.

  • Tourism industry should follow up the tourism business and purchaser patterns closely.

  • All the travel agencies should adopt creative, updated and innovative marketing approaches.

  • Authority should arrange continuous training and periodical updates of tourism staff.

  • Tourism industry should utilize the social media marketing (usage of Facebook, Twitter) and social commerce as an integral part of the tourism industry’s online marketing mix.

  • Travel agency should serve totally new tourism products and/or services to the market served.

  • Travel agency should try to market different products, different services, offer excitement as well as an adventure, tell a story beyond the product for sale, look for and apply differential advantage in any way possible.

Conclusion

This study was set out to portray the use of technological gadgets in the tourism industry. Proof brings to light that the utilization of gadgets revolutionizes the tourism industry, in this way making added an incentive for the two providers and tourists. This study further affirms that technological device transforms consumers from tourists to explorers. Nowadays, nobody doubts that technology and travel complement each other. The usage of technology in the tourism industry and the hospitality industry has revived the action and made the travel process proficient and charming. Technology helps in big-chain hotels and contributes significantly for all travel agencies and inns in the tourism business. To boost tourism business operations, it is critical that existing technology be modified, improved, and seamless integration achieved both internally and externally. New technology is transforming the way we fly, and these enhancements ensure a much more intuitive and energizing experience. Technology incorporation in tourism will help both service providers and consumers, while also bringing together other stakeholders on a single platform. The use of technology has a number of advantages, including lower prices, improved operational productivity and/or profit levels, meeting evolving customer demands, integrating increased versatility in adjusting supply to changing demand profiles, and assisting the firm in standing out from the crowded market by having and communicating a competitive advantage.

It is critical to choose the best information communications technology method to fit consumer needs to service dimensions. Professionals will be able to use the latest tools to retrieve information, recognize suitable items, and make reservations as the use of technology spreads across the tourism distribution channels. Integration of technologies is an important tool that can help promote and improve the tourism industry.