Impact of Technology on Travel and Tourism Sector: Thomas Cook Case

This research report investigates the influence of technology on the travel and tourism sector, with a specific focus on Thomas Cook. The report begins with an introduction outlining the historical context of technology's impact on travel, followed by a clear articulation of the research aims and objectives. It delves into the literature review, synthesizing the views of various researchers on how technological advancements have transformed the industry, affecting areas such as booking, communication, and customer satisfaction. The methodology section outlines the data collection methods, including the use of questionnaires, and employs a qualitative research approach. The report also details the research design, approaches, and data sampling techniques used, including descriptive research design and an inductive approach. The study aims to identify the impact of technology on business operations, customer satisfaction, and the relationship between technology and customer experience within the travel and tourism sector. Finally, the report includes a questionnaire used for data collection and analysis, providing insights into the current business environment and recommendations for Thomas Cook regarding technology adoption.

Research Project

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1...........................................................................................................................................1
1.2...........................................................................................................................................2
1.3...........................................................................................................................................2
1.4...........................................................................................................................................3
1.5...........................................................................................................................................3
TASK 2............................................................................................................................................4
2.1...........................................................................................................................................4
2.2...........................................................................................................................................4
2.3...........................................................................................................................................5
TASK 3............................................................................................................................................6
3.1...........................................................................................................................................6
3.2...........................................................................................................................................7
3.3.........................................................................................................................................15
TASK 4..........................................................................................................................................16
Covered in poster..................................................................................................................16
REFERENCES..............................................................................................................................17

INTRODUCTION
Technology is known as one of the factor that affect the way a business is operated.
Changes in existing technology affect the operations of company. Travel and tourism is a sector
that has developed on as fast speed as the development take place in the technology. Overall
technology has changed the way of tourism on international level. In early times, travel on land
was in litters or small boats were used by individuals to travel on sea. But after some time
various changes take place in this sector (Aubert, Schroeder and Grimaudo, 2012). In 18th
century the travel was by the individuals of high society to visit spas a main attraction that also
offer games, social events, gambling, dancing and sea bathing. In 1830's development of railway
took place and various resorts was established. All this gave an opportunity to every individual to
travel and this increase the demand for vacation. At that time, first publicly advertised excursion
train introduced by Thomas Cook. Today this company is one of the significant player tourism
industry.
TASK 1
1.1
TITLE: “ The influence of technology in travel and tourism sector: A case study on Thomas
cook”.
Formulate aims and objectives of research related with the topic of research is very
essential for a researcher, before carry out investigation. Major aims and objectives related with
this research topic are as follows:
Aim: To identify the influence of technology in travel and tourism sector: A case study on
Thomas cook”
Objectives:
 To ascertain the impact of technology on travel and tourism sector.
 To identify the contribution of technology on customer satisfaction in travel and tourism
sector.
 To analyses the relationship between technologies and customers satisfaction within
tourism sector.
 To recommend various ways which are essential in attaining higher position at market
place.
1

1.2
Various factors are there that impact on the process of research and its outcome. One of
the main aim of this report is to identify the impact of technology on travel and tourism sector.
Thomas is one of the significant and big player in travel industry and for increase the
effectiveness of its business activities, entity wants to use the technology in an effective way
(Bharadwaj and et. al., 2013). For better understand the influence of technology some questions
are formulated to carry out research. Different methods of data collection and various methods
and tools are used in this investigation to collect data.
1.3
This is known as one of the most significant part of every investigation. In this
investigators collect information about the views and opinions of various researcher related with
the main topic of research. It is also known as collection of secondary information.
Dunning, (2013) concluded that as the need of technology is growing on as fast speed,
various development increased and took place in travel and tourism sector. Introduction of
motorcar in 20th century provide an opportunity to large number of people to travel form one
place to another in 1958. Technological advancements in 20th century help tourist in access to
large number of destinations.
As per the point view of Gunasekaran and Ngai, (2012) communication technology
support airline firms to promote various destinations to attract large number of people.
Technology of communication support in make the individuals inform about various benefits in
order to attract them. Further communication technology provide an opportunity airline
reservation and book tickets online. All this brought an increase in travel and tourism industry as
this make the process of booking more easy.
From the point of view of Kale, (2014) improvements in technology support travellers in
get information about various destinations of tourist, food and lodging options, book tickets for
the destination where they want to go. Further, use of technology provide an opportunity to
travellers to easily contact with travel agencies.
Marston (2011) concluded that impact of technology in travel and tourism sector is large
as now more and more visitors can collect and compare the various type of information available
on the internet about various detonations of tourism. Approx 85% travellers carry out a research
2

about the potential destinations and a traveller does online research for travel guide, visas and
booking before confirm their booking.
Mention, (2011) summarised that improvements take place in technology has
transformed the travel and tourism sector but still it requires some more investment for
development. Tourist destination require to offer continue new services to its customers and offer
innovations in attractions in order to offer attractive destinations in and generate more profits.
1.4
Data gathered by the researcher for the purpose of research play an essential role in whole
research. Mainly there are two main sources of gather information known as primary and
secondary method of data collection. Primary source of data collection support investigator in
gather up to date and fresh data related with the main topic of research. This method is very
costly and time consuming but at the same time this support in draw better conclusion. In case of
secondary method of data collection, researcher take help and use already available data for carry
out research (Chang, 2011). Articles, newspaper and journals are major sources of gather data.
Both method of data collection primary and secondary are used in this research. A questionnaries
contain 10 questions is formulate by researcher to gather information.
Various methodologies are there which can be used by a researcher for the main purpose
of research. In this report qualitative research method is used as this assist investigator in
complete research in an effective manner.
1.5
Complete all the research activities in time is very essential as this save both time and
cost of researcher. For achieve this, investigator can formulate a plan contain various activities
and the time require to complete the same (Nicholas and Steyn, 2017). Major steps involve in the
process of research are as follows: Formulate aim and objectives: This is primary step of every research. In this researcher
formulate some aims and objectives related with the main topic of research. Approx 2
days are require for this. Research methodology: This is the second step, in this investigator identify and select
various methods for carry out research project and this take approx 2 days. Literature review: Under this, research worker identify and analyse various articles,
books and journals to collect and examine the data related with the main topic.
3

 Data collection: In this, investigator gather data by ask questions from the respondents. Data analysis: Collected results are interpreted by investigator for take the decision. Conclusion and recommendation: At last a researcher provide a conclusion and also
provide recommendations for modifications.
 Submission of report: In this the report is completed and submitted.
TASK 2
2.1
Various research question are there which arise while carry out research. Main questions
related with this research are as follows:
 What is the the impact of technology on travel and tourism sector?
 What is the contribution of technology on customer satisfaction in travel and tourism
sector?
 What is the relationship between technologies and customers satisfaction within tourism
sector?
2.2
Whenever a researcher carry out the investigation then he choose out the methodology
for complete the research. Different methodologies are there that can be opt by research worker.
Qualitative and quantitative are the two main methods of research. In qualitative research
method, researcher carry out the research by analyse the factors such as attitude and behaviour
(Charles Jr, Schmidheiny and Watts, 2017). No numerical data is used in this research method.
After that collected information is analysed and interpreted by the investigator to ward
conclusion. In case of quantitative research method researcher take and use various, figures and
other numerical data to collect and analyse the information. One of the main feature of this
approach is that it support research workers apply various experimental techniques. Different
statistical tools are used in this. Qualitative research method is used in this research. A
questionnaire is prepared to collect and analyse the data.
4

2.3
Questionnaire
Name:
Age:
Gender:
Occupation:
Contact no.:
Email id:
Q1) Does use of technology impact on business operations of firm operate in travel and tourism
sector?
 Yes
 No
Q2) Does effective use of technology support travel agencies in satisfying the needs of its
customers?
 Agree
 Disagree
Q3) What is the main benefit that technology provide to travel and tourism organisations?
 Support in get customer satisfaction
 Enhance efficiency
 Increase profits
Q4) As per the current business environment, is it essential for Thomas cook to use technology
in an effective way while serve its customers?
 Yes
 No
Q5) Is there is any relationship in use of technology and customers satisfaction in travel and
tourism sector?
 Yes
 No
Q6) Does technology make the communication stronger among various business functions?
 Yes
 No
5

Q7) What is main area which is supported by effective use of technology?
 Expansion of business activities
 Completion of commercial operations
 Customer's satisfaction
Q8) Use of technology affect company's activities in which way?
 Positive
 Negative
Q9) For get maximum benefit of technology, does it is essential for employees of Thomas cook
to adapt the technology in effective way?
 Yes
 No
Q10) Any recommendation to Thomas cook related with use of technology.
TASK 3
3.1
Research design: In context of research, this is use to highlight all the major methods,
process and policies that a investigator can use to analyse various areas and collect information
related with the topic of research. This support in examine various alternatives and choose the
best solution to solve research problem (Chen and et. al., 2014). Mainly research design indicate
the way to carry out research and highlight the methods and tools which will be use by
researcher for investigation. Major research designs are descriptive, exploratory and
experimental. All these designs support investigator in carry out research in an effective way and
assist in draw meaningful conclusion. Descriptive research design support researcher in carry out
a detail study of main research topic and at the same time support in analyse the main issues of
research. Descriptive research design is taken under this report for carry out research and to draw
conclusion.
Research approaches: This is another aspect relate with the research this highlight the
main procedure that researcher will follow to carry out research. Every research contain some
basic steps. This indicate the tools adopted by researcher for data collection, interpretation and
analysis. Various tools are there which a researcher can use to carry out research. Before choose
the final method, it is very essential for researcher to examine all the methods available and
6

choose the best one for carry out research in effective manner. Inductive and deductive are the
two major classification of this. In deductive approach, main aim of researcher remain to
generate new theory from the data collected for the purpose of research and in the inductive
approach investigator test various theory (Chong, 2014). Inductive research approach is used in
this research as this support in achieve better results.
Data sampling: Under this researcher first collect a sample for carry out research in order
to get better results and draw meaningful conclusion. For select a sample basically there are two
methods which can be used by a researcher known as probability and non probability.
Probability sampling is used under this research for select the sample and to draw better
conclusion. Under this investigation, 45 respondents are taken to collect data related with the
topic of research.
Ethical consideration: This is known as another and one of the most significant part of
research. Mainly ethics decide the standards ways and methods which support researcher in
make a difference between right and wrong during carry out research. This help in handle the
issues related with investigation and support in execute all activities related in research in an
effective manner (Drnevich and Croson, 2013). A researcher is the one who remain liable not to
ask some personal questions from the respondents and keep their personal data confidential.
Some specific standards and rules are require to be followed by the investigator during carry out
research as this ensure effective completion of research activities and support in follow all legal
rules.
Limitations: A researcher face various issues and obstacles during carry out research and
collect data. All those issues require to be manage in adequate manner as this help in draw valid
conclusions. Determination of all elements that affect research is very important for researcher
before carry out investigation. All this ensue effective execution of research activities.
3.2
Theme 1: Use of technology impact on business operations of travel and tourism firms
Q1) Does use of technology impact on
business operations of firm operate in travel
and tourism sector?
Frequency
Yes 40
7

No 5
Yes No
0
5
10
15
20
25
30
35
40
45
Interpretation: From the given picture, it has been analysed that 40 out of 45
respondents give their answer in the favour that technology influence the commercial activities
of companies operate in travel and tourism sector. As per the point of view of these respondents
technology provide an opportunity to entities to offer better and featured products to its
customers which increase profits of company. Further effective use of technology bring
cooperation among various business activities and many more. Rest candidates said that
technology does not affect the business operations of company that operate in travel and tourism
sector.
Theme 2: Effective use of technology support in satisfy the needs of its customers
Q2) Does effective use of technology support
travel agencies in satisfying the needs of its
customers?
Frequency
Agree 35
Disagree 10
8

Agree Disagree
0
5
10
15
20
25
30
35
40
Interpretation: Above graph is indicating that 35 respondents out of 45 said that use of
technology in an effective way help travel and tour companies in satisfy the needs of its
customers. These individuals said that technology provide an opportunity to company to make
and offer products to its consumers as per their specific requirements. All this support in fulfil
their requirements and keep them for a long time period. Rest 10 candidates conclude that
technology make the business operations more complex and does not support in satisfy the needs
of its consumers.
Theme 3: Benefit that technology provide to travel and tourism organisations
Q3) What is the main benefit that technology
provide to travel and tourism organisations?
Frequency
Support in get customer satisfaction 20
Enhance efficiency 10
Increase profits 15
9

Support in get customer satisfaction
Enhance efficiency
Increase profits
0
5
10
15
20
25
Interpretation: From the given graph, it can be concluded that 20 individuals give their
opinions in the view that one of the main benefit which technology provide to travel and tour
agencies is that it support in get customers satisfaction. Further, other 10 respondents said that it
improve and enhance the efficiency of company's activities. Rest 15 candidates conclude
technology increase the profits of travel and tourism sector. These respondents tell that
technology provide an opportunity to serve large number of customers at a time and in effective
way and all this directly increase the number of company's profits.
Theme 4: Essential for Thomas cook to use technology
Q4) As per the current business environment,
is it essential for Thomas cook to use
technology in an effective way while serve its
customers?
Frequency
Yes 37
No 8
10