Research Project: Internet Technology Impact on Travel & Tourism

This research project investigates the impact of internet technology on the travel and tourism sector, with a specific focus on Thomas Cook. The study begins by outlining research specifications, including aims, objectives, and resource implications, and then delves into factors contributing to the research process and a critical review of relevant literature. It explores how internet technology influences customer decision-making, examining tools like Facebook, Twitter, YouTube, and online booking platforms. The project also analyzes the significance of internet technology on customer decisions and the effects of these technologies on the tourism industry. The research employs qualitative methods, including positivism and interpretivism, to assess the impact of technology on customer decisions within the tourism industry. The study considers research philosophy, approach, and techniques, with the goal of understanding how technology has reshaped the travel and tourism landscape and the role of companies like Thomas Cook in adapting to these changes.

Research Project – Impact of
Internet Technology on Travel and
Tourism sector

Table of Contents
Title : Impact of Internet technology on Travel and Tourism – A study on Thomas Cook............3
TASK 1............................................................................................................................................3
1.1.Formulate and record possible research project outline specifications............................3
1.2 Factors that add to the procedure of research study ........................................................4
1.3 Critical review of major references .................................................................................4
1.4 Research project specification .........................................................................................6
1.5 Plan and procedure for the agreed research specification ...............................................8
Task 2 ..............................................................................................................................................8
2.1 Matching resource to research questions .........................................................................8
2.2 Undertaking research examination with concurred determination ................................10
2.3 Recording and collecting relevant data .........................................................................12
Task 3.............................................................................................................................................14
3.1 Research evaluation methods.........................................................................................14
3.2 Interpretation .................................................................................................................15
3.3 Recommendation and future consideration ...................................................................22
Task 4.............................................................................................................................................23
4.1 Poster presentation..........................................................................................................23
REFERENCES .............................................................................................................................24

Title : Impact of Internet technology on Travel and Tourism – A study on
Thomas Cook
Technology is the fastest developing element in today's world, specially internet
technology. Nowadays each and every individual is utilising internet technology in their day to
day activities, the evolution of various new and innovative gadgets provide easy access to
internet and help people to effectively utilise it in order to get information, knowledge or data
regarding any topic. The internet technology also plays a vital role in travel and tourism industry,
Internet helps customers as well as organisations to interact or communicate with each other
easily for sharing views, feedback or ideas related to tourism industry. The following research
project will focus on identifying the various impact of technology such as Internet technology on
the performance of travel and tourism industry. In order to make it simple Thomas Cook, a
tourism company is taken into consideration.
TASK 1
1.1.Formulate and record possible research project outline specifications
Aim – “To study and understand the influence of technology on consumer decision making in
Travel and Tourism Sector : a study on Thomas Cook”
Objective :
 To understand the terminology of internet technology
 To examine several tools that aid in facilitating customers in Travel and tourism sector
 To assess the significance of Internet platforms in influencing customers decision within
Travel and tourism sector To analyse the effect of Internet technology on the purchasing decision of customers
within travel and tourism sector
Resource implication
In the current study, the investigator will utilise various resources for competing the
entire research effectively. For the momentum contemplate, the researcher will utilize a few
resources to finish the entire examination. By utilizing constrained accessibility of the assets, it
will turn out to be difficult for the researcher to complete the investigation. To beat the
accompanying asset Recommendations, Activity Based Costing technique will take after so that
according to the significance of the movement of the arrangement, the assets will be designated.

While, whole research will complete inside the little time term and this suggestion will influence
the ultimate result of the work. With a specific end goal to limit this, the agent will receive Gantt
outline method. In this, a particular time length will designate to each examination occasion so
entire work can finished inside the restricted time span. Then again, a portion of the optional
assets won't be obtained by the researcher while information gathering. To manage this
suggestion, researcher will take earlier endorsement and participation for the entrance the
information(Min and Ping, 2017).
1.2 Factors that add to the procedure of research study
At the season of choice of proposed venture, there have a few elements given
commitment. Initial one has subject of intrigue where the investigator has associated with this
from long time(Bau,2015). With the assistance of this, the researcher has simply needed to
decide how the administration quality has influenced consumer loyalty level. Therefore, great
information of the subject has one reason that impact the specialists to choose the proposed
research topic. Along these lines, to utilize that learning in viable, it has chosen to bear on the
exploration. These are the two main considerations that add to the procedure of research study.
1.3 Critical review of major references
The Internet technology is a highly affecting factor in the business environment that
influences overall functioning and performance of an organisation. The use of internet
technology is highly day by day all over the world. Technology is developing with a high rate
and people are adopting it effectively. The internet technology assist a customer to buy and
consumer various products or services offered by a wide range of organisation online. For
example – Online shopping, Payment, Ordering online food, booking tickets etc. The Travel and
tourism industry is getting affected by Internet technology both positively and negatively.
Tourists have started planning and booking their holidays online through internet this have
increased the sales of tourism industry but has also negatively affected the sales of retail travel
agents. Huang and et.al, (2016) said that Technology assumes vital part in the friendliness and
tourism ventures. The two clients and organizations can profit by propels in correspondence,
reservations and visitor administrations frameworks. Technology permits non-stop
correspondence and streamlines the visitor encounter, from reservation to checkout. There are
different courses through which the administration of the associations can executes the
Technology in their everyday business activities. Neuhofer and et.al, (2014) articulates that

Technology extraordinarily impacts on the tourism and in addition different segments associated
to the tourism. These parts incorporate transportation, correspondence visits among different
divisions. The utilization of innovations has been upgraded throughout the years remarkably to
give selective administrations all over the globe. In the current past when Technology was
infrequently utilized as a part of the tourism area, most administrations were of exceptionally
low quality and similarly inconsistent.
 Customer decision – Customer decision is a term used in the marketing function of an
organisation. Customer decision refers to the choice of people to buy or not to buy a
particular product or service in a market place. There are various factors which can
influence the customer decisions such as price, quality, place, etc. The internet
technology is another factor that has an impact on customer decision. There are a lot of
reasons which attract or negatively affect the purchasing decision of people or customers.
Internet technology helps people in easy travelling. People can easily access various
services or products offered by travel and tourism organisations such as The Thomas
Cook(Bau,2015) The internet technology brought many innovative methods or elements
in tourism industry such as online bookings. People nowadays use internet technology to
access various services and products offered by the tourism organisation. Booking tickets
online is one of the most popular activities in the tourism industry in present world.
 Various tools aids in facilitating customers in tourism industry – There are various
tools which help in facilitating the customers using travel and tourism services. These
tools are beneficial for both; tourism organisations and customers. The various tools on
internet technology are described as below:
 Facebook: Facebook is an informal communication site for the distinctive individual
however now it is additionally utilized by the organization It is the most well-known
instrument which is utilized as a part of stay in contact with the companions and refresh
different occasions and different things. Tourism industry are presently utilizing
Facebook by influencing a group with its buyers and dependably to refresh the new
offers, occasions and so on. It takes no additional charge from the associations to set up a
Facebook page of tourism business. Individuals can join the Facebook pages of different
travel and tourism associations by hitting a like catch. .

 Twitter: Twitter is characterized as a miniaturized scale blogging. In this web-based
social networking advertising web page, customer of Twitter send a few Tweets which is
much the same as a content informing in 140 characters. This media can be utilized by
tourism industry to advance their administration. In this media, tourism associations can
utilize this simply like Facebook. This is additionally a route by which organizations can
without much of a stretch keep in contact with its customers.
 YouTube: By making a little recording of regard organizations of tourism industry, firms
can without much of a stretch pull in the customers and effectively showcase their
administrations in the objective gathering of individuals. Using YouTube tourism
operators provides a demo to their customers which can be accessed by them easily and
decide to choose their travel partner or trip.
 Online travel audit destinations: In this strategy, tourism industry associations can post
different surveys which are giving by the traveller on the diverse sites. It is a fantastic
method to advance the business and get the considerations of the general population.
 Online booking websites and Status – There are various types of websites developed by
tourism service providers or organisation which are used by customers to book online
tickets, tours packages, etc. Internet technology also help customers to check the current
status of their accommodation facilities, transportation facility, etc. Provided by tourism
operator or service provider.
 Significance of internet technology or Internet platforms on the customer’s decisions
– The internet or Internet platform influences decisions of customers by offering
effective, attractive and easy services or facilities related to tourism industry. People gets
attracted to various services offered by tourism operators, attractive packages, designs,
videos, images are presented to the customers which plays a major role in influencing
their decisions. Websites and online portals uses various marketing techniques to attract
customers.
 Effect of Internet technology – Internet technology or the internet has played a major
role in the development and growth of tourism industry. Easy access to services, easy
interaction and effective presentation of tourism packages, discounts, promotions and
visibility have a great effect of the purchasing decisions of customers. In addition to this,
tourism operators can easily identify current needs and demands of their customers with

the use of social media platforms. Customers can provide their feedbacks and demands
related to tourism services directly with the tourism operators.
1.4 Research project specification
The present research study is based on determining the impact of technology on customer
decisions within tourism industry. To complete the accompanying examination, the investigator
will be chosen Thomas cook tourism organisation in UK. To accomplish its related goals, some
exploration techniques will be taken into the thought by the researcher that is as per the
following:
Research philosophy: It enables the researcher to comprehend the exploration issue in a correct
way. With the assistance of positivism and interpretivism look into theories, it turns out to be
anything but difficult to address the exploration point. By utilizing interpretivism look into
theory, the examiner has utilized diverse approaches and finding to test the subjective ideas of
the examination. While, by utilizing positivism look into logic, the analyst has ready to center
over the fundamental target of the examination. For the present examination, the researcher will
consider positivism look into logic in light of the fact that to address the exploration point, a few
targets will be created.(Kim and et.al,2015)
Research approach: The accompanying methodology enables the investigator to decide the
correct arrangements of the examination question either by utilizing any hypothesis or theory.
For this, inductive and deductive research approaches enable the specialists to play out the
exploration to work. At the point when there is a nearness of research question in the
investigation then the investigator can utilize inductive approach. Be that as it may, when theory
edges to address the exploration issue then deductive approach will pertinent. For the present
examination, the researcher will inductive system since entire stud will base on the exploration
inquiries to discover the arrangements of research questions.
Research technique : with regards to the flow examine, the researcher will be utilized subjective
research system. With the assistance of this, it will turn out to be anything but difficult to assess
the gathered data from various sources and make a legitimate inference toward the finish of
examination.
Data collection: For each analyst, information gathering has a vital part. From essential and
optional information accumulation sources, various types of information can be effortlessly
gathered. The present investigation depends on examine the part of administration quality in

giving the incredible consumer loyalty in organisations such as Thomas cook. In this specific
situation, there will two technique for information gathering will take into the thought by the
analyst. These all will help in do the writing survey on proposed explore point. (Benckendorff
and et.al,2014). The researcher has used primary research technique to collect suitable data with
respect to the research topic. The investigator developed an effective questionnaire in order to
collect data. The questionnaire was developed for employees of the company from each and
every level or department.
Sampling : To address inquire about point, the investigator will utilize irregular number testing
as a result of giving the chances to the students to end up a piece of the examination. It will limit
biasness issue with explore. The aggregate number of test for the exploration will be 50
employees in Thomas cook. At the season of examination, the researcher will consider those
respondents reactions that have been as of now utilize Thomas cook or other tourism operator
service.
1.5 Plan and procedure for the agreed research specification
To carry out the research, appropriate plan and procedure for the agreed research
specification will require. In this context, the whole research plan will divide into different
manageable section along with this specific time frame. This will represent by Gantt Chart which
is as follows:
Activity/Dates 1/01/2018 1/04/2018 1/05/2018 1/07/20
18
1/09/
2018
1/11/
2018
1/15
/201
8
1/16
/201
8
1/1
8/2
018
1/20
/201
8
1/2
2/2
018
1/2
3/2
018
1/25/
2018
1/27/
2018
1/28/20
18
1/30/201
8
Formulation of
research proposal
Preparing aim and
objectives
Writing background
research study
Assortment of suitable
research
methodologies
Data collection by

using primary and
secondary sources
Examination of the
collected data
Interpretation of
collected information
to generate expected
results
Conclusion and
recommendations
Submission of draft
report
Modifications as per
the feedback
comments
Final Submission
Task 2
2.1 Matching resource to research questions
The main aim of this study is to make sure the significance of online services and
technology in the development and growth of Thomas cook as well as increasing customer's
satisfaction. The study will assist to determine various methods through which an organisation
can improve their performance and enhance their profitability. Thomas cook can also make
development within their E-portal and online websites to offer safe and secure booking services
to their customers.
QUESTIONNAIRE
Name:-
Age:-

Gender:-
Q1. Do you think Thomas cook uses Internet technology in their organisation activities?
 Yes
 No
 Maybe
Q2. Which is the major Internet technology Thomas Cook uses to enhance profit and
productivity?
 Customer Relationship Management System (CRM)
 Partnership Relationship Management System (PRM)
 Online reservation system
 Mobile Communication
Q3. How often the Internet technologies are used by the management within Thomas Cook?
 Very Often
 Often
 Not often
Q4. Do you think the management of Thomas Cook benefited by utilising the Internet
technologies?
 Yes
 No
 Maybe
Q5. Do you think customer satisfaction and attraction has been increased by using Internet
technologies?
 Yes
 No
 Maybe
Q6. Do you think disputes and conflicts within the organisation has been minimised after
implementation of Internet technologies?
 Yes
 No
 Maybe
Q7.Do you think employee motivation has been increased by using Internet technologies at

Thomas Cook?
 Yes
 No
 Maybe
Q8. How would you advise the management of Thomas Cook to improve the Internet
technologies used in their business operations?
 Increase Investment
 Train Employees
 Upgrade existing technology
 No Recommendations
2.2 Undertaking research examination with concurred determination
In this part, the researcher will depict the philosophy which he or she chooses in the
exploration proposition quickly. The exploration procedures are portrayed underneath:
 Research Philosophy: The main territory in Saunders Research Onion is look into logic.
Research rationality is the conviction or the manner by which the information is been
gathered, break down and deciphers. There are four kinds of research rationalities. In the
present investigation, the researcher utilized interpretivism look into theory.
Interpretivism inquire about theory helps in achieving the point and target of the
exploration. (Xiang and et.al, 2015).
 Research Design: Research configuration are the plans through which the researcher
could answer the examination question. In the present investigation, the analyst has
utilized the unmistakable research plan. This empowers the analyst to appreciate the topic
and in the long run, the researcher has possessed the capacity to answer the examination
question.
 Research Strategy: It is the arrangement through which the researcher will take a shot at
the entire research venture and investigate the gathered information productively. There
are two kinds of research methodology which are subjective and quantitative research
contemplate (Silverman, 2016). In the present examination, the analyst has utilized both

the subjective and quantitative research concentrate to dissect both the essential and
auxiliary gathered information.
 Research Approach: Research approach is utilized to test the suppositions and
significance of theory of the examination. In the present examination, the analyst has
utilized deductive research approach to test the legitimacy of presumptions.
 Data Collection: Data accumulation is the way toward social affair and gathering the
information by utilizing different strategies and methodologies. Even-mindedly there are
two ways or wellsprings of accumulation of information which are essential and optional
sources. The essential information has been gathered by utilizing survey strategy. The
survey has been given to the employees of Thomas Cook keeping in mind the end goal to
pick up there audits about the effect of Technology. The optional information has been
gathered by investigating related books and articles. Along these lines, the scientist could
achieve the set point and destinations of the examination effectively. The researcher has
applied primary research technique to collect suitable data with respect to the research
topic. The investigator developed an effective questionnaire in order to collect data. The
questionnaire was developed for employees of the company from each and every level or
department.
 Sampling: Sampling is the way toward taking little proportionate of information from the
huge pool of data. It is exceptionally fundamental process as breaking down entire
information isn't feasible for the researcher. For this situation test of 50 employees has
been taken keeping in mind the end goal to dissect the gathered information. It has been
finished by utilizing straightforward irregular examining technique.(Beed and et.al, 2017)
 Data Analysis: In this procedure, the analyst break down and deciphers the gathered
information. The information examination has been finished by utilizing topical
investigation, in which distinctive subjects has been readied and with the assistance of
table and figures, the elucidation has been appeared in the efficient way.
 Moral Consideration: In the exploration, it is essential and vital for the scientist to think
about the significance of morals. In the present investigation, the analyst has taken after
the moral codes and leads to complete the exploration. The members of the exploration
has been educated about the thought process of the investigation. Full assent has been
acquired from the members.