The Impact of Digital Technologies on Tourists’ Travel Choices and Overall Experience

Abstract

Digital technologies have revolutionized the tourism industry, offering tourists unprecedented access to information, bookings, and immersive experiences. The paper's main purpose is to investigate the influence of digital technologies on tourists' decision-making processes and travel experiences in Armenia. The data are based on a survey done among 385 respondents.  Findings reveal widespread adoption of digital platforms among tourists in Armenia, contributing positively to their travel experiences. Pearson Chi-square testing reveals a significant relationship among some factors. According to the results, 65.7% plan entertainment in the destination by using the Internet to find out about the main attractions in advance. More than 70% get travel information from Facebook and Instagram. People evaluate digital technologies' impact on their travel experience with an average of 4.28 (1-5 (the best) scale). The Customer satisfaction score is 80.4 %. The main problems are connected with fake information, technical issues, differences in online and offline prices, hotel room pictures, etc. The research underscores the importance of continuous advancements in digital infrastructure and services to further enhance Armenia's tourism sector. The results of this study may be useful for marketing strategies. The study reveals some problems that may be useful for tourism companies and state regulation bodies.