The Impact of Digital Technology on Customers Experiences in Experimental Tourism: A Case Study of Pakwach Town Hotels
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Date
2023-09-20
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Uganda Christian University
Abstract
The aim of this study was to establish the impact of digital technology on customers’ experiences in experimental tourism: a case study of Pakwach Town Hotels. The study addressed the following objectives: Establish the impact of digital technology on the involvement and practicality of the tourism experience at Pakwach Town Hotels, Examine the ways in which digital technology can be used to provide tourists with more personalized and relevant information at Pakwach Town Hotels, and Examine the ways in which digital technology can be used to make the tourism booking and payment process easier and more convenient at Pakwach Town Hotels. The study adopted a case study research method and a qualitative research approach to collect qualitative data from 7 tourist visitors, 3 hotel managers with 76.9% response rate and the data was narratively analyzed. The study established that tourists use online booking platforms, reviews and recommendations platforms, social media, and local guide apps to plan their trips and book accommodations. Hotels can use digital technologies to provide personalized recommendations and make the tourism booking and payment process easier and more convenient for both tourists and hotel management. However, digital financial systems like MOMO payment systems, WIFI connectivity, and room cleaning requests on mobile phones can be used to make the tourism booking and payment process easier and more convenient. However, the study concluded that, the study concludes that digital technology has had a significant impact on the tourism experience in Pakwach Town. By adopting these technologies, hotels can improve the customer experience and attract more visitors to the town. Therefore, the study recommended The researcher recommends that hotels use hotel booking systems, accept online payments, use social media, email marketing, chatbots, mobile apps, and partner with local tour operators to improve their customer experience and attract more visitors..
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This is a dissertation.