The adoption of Information and Communication Technologies in tourism:

Kingdom of Saudi Arabia

By

ACKNOWLEDGEMENT

This research became possible only because of support from my research supervisor and my loved ones. Hence, I would like to say thanks for their support.

DECLARATION

This research is my own work and does not represent the ideas of the university. This project belongs to me and only me.

TABLE OF CONTENTS

CHAPTER 1: INTRODUCTION1

Introduction1

Background3

Project Aims and Objectives5

Timeline6

Structure of the thesis7

Chapter I: Introduction7

Chapter II: Literature Review7

Chapter III: Methodology7

Chapter IV: Data analysis and Discussion7

Chapter V: Conclusion8

Resources8

CHAPTER 2: LITERATURE REVIEW9

Introduction to E-Business9

Types of E-Commerce (EC)10

Business-to-Business (B2B)10

Business-to-Consumer (B2C)10

Consumer-to-Business (C2B)11

Consumer-lo-Consumer (C2C)11

Advantages of E-Commerce11

Technology in Tourism12

Information Search13

Search and Processing Model16

CHAPTER 3: METHODOLOGY21

Different research approaches21

Dialectical approach21

Empirical approach21

Functionalist approach21

Secondary research22

Ethical Considerations22

CHAPTER 4: DISCUSSION24

Tourism in Saudi Arabia24

Potential challenges faced by tourist26

Impact of ICT in tourist industry in Saudi Arab27

Advantageous Strength of Communication technology29

Saudi tourist attitude and behaviour toward ICT30

ICT Awareness34

ICT Acceptance35

ICT Understanding and Knowledge36

ICT and Interest Level38

Key challenges in implementation of ICT in tourist industry in Saudi Arab39

CHAPTER 5: CONCLUSION42

REFERENCES44

CHAPTER 1: INTRODUCTION

Introduction

Tourism has closely been connected to progress of Information and Communication Technologies (ICTs) for over 30 years. There are many definitions of ICT. However for this research, ICT mean all those products which help the user to store, find, manipulate, send or receive data and information in digital mode. Emails, digital media, computers, USB are few example of ICT. ICT is the integration of communication and technology to send message. The establishments of the Computer Reservation Systems (CRSs) in the 1970s, Global Distribution Systems (GDSs) in the late 1980s and the Internet in the late 1990s have transformed operational and strategic practices dramatically in tourism. The tourism industry at first focused on utilizing computerized systems (e.g., CRS, GDS) to increase efficiency in processing of internal information and managing distribution. Nowadays, the Internet and ICTs are relevant on all operative, structural, strategic and marketing levels to facilitate global interaction among suppliers, intermediaries and consumers around the world (Wu 2006, pp.724).

ICTs include not only the hardware and software required but also the groupware, netware and the intellectual capacity (humanware) to develop, program and maintain equipment. Synergies emerging from the use of these systems effectively mean that information is widely available and accessible through a variety of media and locations. In addition, users can use mobile devices such as portable computers, mobile phones as well as digital television and self serviced terminals/kiosks to interact and perform several functions. This convergence of ICTs effectively integrates the entire range of hardware, software, groupware, netware and humanware and blurs the boundaries between the equipment and software (Zhang 2009, pp. 410).

The industry of travel and tourism is one of the largest industries of the world. The numbers of tourists are increasing year by year and the industry is growing at a higher growth rate (Bharadwaj 2000, pp.169). Every year the numbers of tourist visiting Saudi Arab are increasing (Chan 2000, pp.225). There are many reasons as to why people visit Saudi Arab. Every year millions of Muslims visited Saudi Arab for pilgrimage and this number is ...