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Pratama, I Wayan Adi
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Journal : West Science Social and Humanities Studies

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The Influence of Internet of Things (IoT), Digital Payment Systems, and 24/7 Customer Support Services on Improving Tourist Experience at Tourism Destinations in Bali, Indonesia Setiawan, Zunan; Utama Sembiring, Afen Prana; Vandika, Arnes Yuli; Pratama, I Wayan Adi; Santi Diwyarthi, Ni Desak Made
West Science Social and Humanities Studies Vol. 2 No. 09 (2024): West Science Social and Humanities Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsshs.v2i09.1293

Abstract

This study investigates the influence of Internet of Things (IoT), digital payment systems, and 24/7 customer support services on improving travelers' experiences in tourism destinations in Bali, Indonesia. Using a quantitative approach, data were collected from 200 respondents through a structured Likert scale questionnaire, with analysis conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS 3). The results show that all three factors positively and significantly contribute to enhancing tourists' experiences, with 24/7 customer support services having the strongest impact, followed by digital payment systems and IoT. The findings highlight the importance of continuous customer support, secure and convenient digital transactions, and seamless IoT-enabled services in creating a positive tourism experience. These insights provide practical implications for tourism operators and policymakers in Bali, underscoring the need for technological investments to meet modern travelers' expectations.
Co-Authors Adinda, Clearesta Adyatma, Prastha Arnes Yuli Vandika Febrian, Wenny Desty Harsono, Iwan Haryati Haryati Jata, I Wayan Kurnia Harahap, Muhammad Ade Marmaiyatno Ni Made Suastini, Ni Made Prakoso, Ganang Adityo Pratiwi, Kadek Andita Dwi Putranto, Algooth Sanjaya, Feri Santi Diwyarthi, Ni Desak Made Santosa, Sonny Setiawan, Zunan Utama Sembiring, Afen Prana Wahyuni, Anak Agung Nyoman Sri Witarsana, I Gusti Agung Gede