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Travel Service Satisfaction, Happiness and the Revisit Intention based on the Smart Tourism Technologies

Park, Jaeeun 1 Eunji Lee 2 CHUNG NAMHO 1 Koo Chulmo 1

1경희대학교
2경희대학교 스마트관광원

Excellent Accredited

ABSTRACT

With the advent of the 4th Industrial Revolution, the integration of technology and tourism in the tourism industry can be easily seen. Smart tourism can be understood as tourism that connects to the Internet at anytime, anywhere, and obtains and utilizes necessary information for travel using technology and smart devices. This study considered accessibility, informativeness, interaction, and personalization as attributes of smart tourism technology (STTs). It verified the impact of these attributes on tourists' cognitive (travel service satisfaction) and affective evaluations (tourist happiness) and, by extension, behavioral changes (intention to revisit). This study was conducted using on-site surveys of foreign tourists at tourist attractions in Seoul and was analyzed based on 191 valid responses. As a result of this research, the STTs informativeness, interaction, and personalization impact tourists’ satisfaction. Additionally, it was verified that service satisfaction and user happiness had a positive effect on intention to revisit. Based on the results of the data analysis, this study presents the following academic and practical implications. First, theoretically, we explored the attributes of smart tourism technology in response to the social interest in technology and further explained tourists’ behavioral change process based on prior research and the hierarchy of effects of the ABC model of attitude. In practice, tourism developers were given insight into the quality of tourism information before, during, and after tourism and service design.

Citation status

* References for papers published after 2022 are currently being built.

This paper was written with support from the National Research Foundation of Korea.