Information and Communication Technologies of Small and Medium Tourism Enterprises for Customer Engagement

Abstract

The prime focus of organizations are to maintain a healthy relationship with their customers. So organizations are looking for technology related tools to support customer engagements. Small and Medium tourism Enterprises (SMTEs) are no exception. A tourist destination like Kerala State where there is a huge inflow of domestic and foreign tourists, its a high priority for Small and Medium Tourism Enterprises to use technology for customer engagements. If Small and Medium Tourism Enterprises are not using technology effectively then it may affect their customer relationship and they may lose business .This study examines how technology will act as an effective tool for SMTEs to have healthy customer engagements. For this, various factors are considered and taken for the study. A survey has been conducted among thirty Small and Medium Tourism Enterprises owners of Alappuzha District of Kerala State. The study reveals that technology act as an inevitable component for Small and Medium Tourism Enterprises to have customer engagements.