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Impact of Information and Communication Technology for Tourism 2013

Impact of Information and Communication

Technology for Tourism:

A Case Study At

Yeti Travels Ltd

BY: Name (ID)

date

(INDIVIDUAL ASSIGNMENT)

(course)

TUTOR:

Name (College ID)


ContentsAbstract.................................................................................................................................................3

1.0 INTRODUCTION...............................................................................................................................4

1.1 Background of the study..............................................................................................................4

1.2. Company Overview.....................................................................................................................5

2.0 LITERATURE REVIEW........................................................................................................................6

2.1 MARKETING AND TRAVEL & TOURISM SERVICES........................................................................6

2.2 Evolution of IT (information technology).....................................................................................6

2.3 Impact of ICT in tourism..............................................................................................................7

2.4 Internet and Customer Relation..................................................................................................8

3.0 CASE STUDY.....................................................................................................................................9

4.0 Methodology.................................................................................................................................11

Source of Data:................................................................................................................................11

Primary Data:...............................................................................................................................11

Secondary data............................................................................................................................11

5.0 Data Analysis.................................................................................................................................12

Communication with customers......................................................................................................13

ICT in promoting organisation.........................................................................................................13

ICT in Selling Products.....................................................................................................................14

ICT in negotiating selling products...................................................................................................15

6.0 Recommendations.........................................................................................................................15

7.0 Conclusion.....................................................................................................................................16

References...........................................................................................................................................17

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1. Introduction

Organizational culture, power and politics, opinions of key

stakeholders and employee commitment are some of the most

important factors that significantly influence successful

implementation of change in any entity. Leadership styles have an

important influence on the management of change. Thus many

researchers and scholars have developed theories, models and

approaches in order to meet the need of change in an

organization.

Stafford hospital, managed by Mid Staffordshire NHS

Foundation Trust, has been criticized for the substandard care to

the patients as between 400 to 1200 patients died between 2005 to

2008 due to poor care and negligence. It has been at centre of

major scandal for its substandard care which hits the headlines of

many newspaper and media.

In response to the recent criticism, the management has

recognised that it must accelerate innovation in the operation,

find new ways of doing things and get rid of non-value adding

activities.

Thus, Stafford hospital targets to establish itself as one of the best

service providing NHS hospital in its short span of operation and

as an organisation with strong professional expertise in long run

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introducing innovative services with strict adherence to prevailing

rules and regulation.

2.0 Type of Changes: Strategic and Operational

On the basis of scope organisational change can broadly be

categorized into:

Strategic change, &

Operational change

Strategic change is defined as "changes in the content of a firm's

strategy as defined by its scope, resource deployments,

competitive advantages, and synergy" (Hofer and Schendel,

1978). Rajagopalan and Spreitzer (1997) states Strategic change

as a difference in the form, quality, or state over time in

organization's alignment with its external environment.

Hence, strategic change means the change in the organizational

vision, mission and objectives and of course, the adopted strategy

to achieve those objectives. When relating this to case of Stafford

Hospital, strategic changes involved when trust was restructured

to become NHS foundation trust. Various strategic changes were

made like setting up of agenda to meet national target, and

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strategic move of implementing cost reduction by making clinical

staff redundant.

On the other hand, " Though occassional and not rare at the same

time, operational changes are chiefly made in the production and

execution process of the entire business. Operational chages are

Organizational culture, power and politics, opinions of key stakeholders and employee commitment are some of the most important factors that significantly influence successful implementation of change in any entity. Leadership styles have an important influence on the management of change. Thus many researchers and scholars have developed theories, models and approaches in order to meet the need of change in an organization.

Stafford hospital, managed by Mid Staffordshire NHS Foundation Trust, has been criticized for the substandard care to the patients as between 400 to 1200 patients died between 2005 to 2008 due to poor care and negligence. It has been at centre of major scandal for its substandard care which hits the headlines of many newspaper and media.

In response to the recent criticism, the management has recognised that it must accelerate innovation in the operation, find new ways of doing things and get rid of non-value adding activities.

Thus, Stafford hospital targets to establish itself as one of the best service providing NHS hospital in its short span of operation and as an organisation with strong professional expertise in long run introducing innovative services with strict adherence to prevailing rules and regulation.

2.0 Type of Changes: Strategic and Operational

On the basis of scope organisational change can broadly be categorized into:

Strategic change, &

Operational change

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Strategic change is defined as "changes in the content of a firm's strategy as defined

by its scope, resource deployments, competitive advantages, and synergy" (Hofer

and Schendel, 1978). Rajagopalan and Spreitzer (1997) states Strategic change as

a difference in the form, quality, or state over time in organization's alignment with its

external environment.

Hence, strategic change means the change in the organizational vision, mission and

objectives and of course, the adopted strategy to achieve those objectives. When

relating this to case of Stafford Hospital, strategic changes involved when trust was

restructured to become NHS foundation trust. Various strategic changes were made

like setting up of agenda to meet national target, and strategic move of implementing

cost reduction by making clinical staff redundant.

According to Buhalis (1998), Information Technology (IT) prevails in all functions of

strategic and operational management, and information being an essential element in tourism,

organizations are being forced to use the emerging tools for IT improving their

competitiveness.

In this perspective, we can say that the operational sector (like reservations and sales etc.) of

travel agencies requires more changes as needed to fit the new profile of consumers, who are

now more educated and demand more access to information technologies, as well as for

coping with the changing trends in the current market, esp. distribution channels.

Distribution channels, particularly the Internet, has become one of the most important tools

available to companies in the communication of promotions. Middleton and Clarke (2002)

discovered that the application of new technology can dramatically reduce the cost of

marketing and distribution by 20-30 % by cutting off handling cost significantly.

Kathmandu city of Nepal is the chosen destination to conduct this study, is the capital city of

Nepal. It is a very popular destination for tourism because of its rich cultural heritage and

also because of the availability of infrastructures like hotels, transports, internet etc. The city

has a large number of tourism companies like travel agencies, tour operators, trekking

companies etc.

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Given this context, the question arises how have companies esp. travel and tour agencies ICT

(information and communication technology) in their dealings with customers, suppliers and

partners in the marketing and promotion of their products and services?

To answer this question, the research has been drawn aimed to investigate the level of use of

ICT in tourism organization of Kathmandu city in its relationship with customers, suppliers

and partners, as well as in marketing their products and services and their promotional

strategies.

In order to promote greater understanding, this article has been divided in review theory,

which addresses the issues of marketing and use of tools of information and communication

technologies and methodology, procedures used by the report. Finally it presents the

conclusion of the study and makes appropriate suggestions.

1.2. Company OverviewYeti Travels Pvt Ltd is a travel and tour organizer, which was established in 1966. The

company provides package holidays in and out of Nepal, sells air and tourist bus tickets, sells

hotel reservations and organizes trekking trips as a travel agent. Its product is designed for

both corporate and leisure travelers.

The company which started small scale with the personal saving of the founder in 1966, now

employs more than 200 full time employees. The company's head office is in Durbar Marg,

Kathmandu.

As a leading company that provides travel consultation, company's integrated and global

infrastructure provides intelligent analysis of travel data, consistent service delivery for

providing customer satisfaction. For this company relies heavily in ICT, hence the choice of

the organization is appropriate to explore the objective of the study.

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2.0 LITERATURE REVIEW

2.1 MARKETING AND TRAVEL & TOURISM SERVICESThe definitions of marketing have undergone many changes since the first use of the term in

the early twentieth century. Such concepts have gone through different phases, which stands

out: guidance for production, the emphasis on sales, marketing orientation and meet the needs

and desires of customers. In the era of social marketing and sustainable development, marked

by digital technology, especially the World Wide Web (WEB), which has influenced

transactions between customers and organizations, entities in the tourism industry have used

the web extensively to provide information and accept reservations (Morrison, 2012).

Also in reference to the evolution of marketing, Kotler (2010) stresses that progress in this

area was marked by three distinct phases. The first phase was driven by the Industrial

Revolution and focused primarily selling products for the mass market. The second era of

marketing was characterized by the development of information technology, aiming to satisfy

and retain consumers, these being understood as clients endowed with mind and heart. And

the third era of marketing, encouraged by a new wave and technology oriented values, with

the intention of offering solutions to the problems of society from the realization that more

than mere consumers people need be treated as full human beings with mind, heart and spirit

(Kotler, 2010).

2.2 Evolution of IT (information technology)The communication relates to the relationship between the sender and receiver of a message, spread by channels. Along the technological developments, communication experienced several significant changes to the present day, which transformed the relationship between sender and receiver into the world of work. Now inside the company it is transposed into company and customer, seller and consumer etc.

Morality was and still is one of the main forms of communication of the human species, that stayed as the sole way to communicate from some forty thousand years BC to four thousand years BC (line 2009).

With the emergence of writing, the message shadowed the flexibility of reality. It could be carried, message could be stored, the receiver could agree or disagree with the author and the advantage of bringing the message to wherever you want, all made it popular.

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With the advent of the digital age, communication is no longer face to face and reached a much greater distance, resulting in production speed and reception of the message. The communication has become more personal to know more clearly the consumer profile, thanks to information technology

In feudal society, land was the basis of the work and its possessor was who held the power of manipulation. In the industrial era, wherein machines dominated, the owners of the industries that we're commanded to accumulation of wealth. Now, in contemporary society, information is strength, and better able to manage it are the potential driving work cycles.

However Suaden (2010) states that “the requirements are higher and a factor determent of success is innovation".

This increases the importance of information even more, as one must be focused on the ability to produce quality information using various tools, which means knowing the client, reaching it the way that everyone can do, which is not possible without the use of technology in present era.

2.3 Impact of ICT in tourismLinked to technological developments in the market, the trading in the tourism sector has been transformed significantly. Application of information technology can compress, analyze and generate knowledge through information received from various sources. .

The term ICT is assigned to the latest developments of hardware, software and the communication technologies used for acquisition, processing, analyzing, storage, retrieval, dissemination and application of information.

At first, IT changed the organizational environment of companies by replacing the tasks performed by employees through computerized systems, promote a standardized service. Automation of processes that do not add value, such as check-in, customized services like packaging has helped to cut the cost of production in one hand while, public real-time information on destinations, and greater capacity for analysis by the tourist, through the complexity of information about services and products that are distributed by the media channels have made trade smooth and timely.

When such systems of electronic text documents, database and other applications are used in an operational level, it increases productivity and quality of services. They capture and generate more data on relations of sale, ranging from suppliers to the final consumer and causing a better match of services to its portfolio of clients. This subsequently change the relationship with suppliers. The change occurred by means of the Computerized Reservation Systems (CRS) and Systems Global Distribution (GDS) that basically manage the flow of information reserves between suppliers and distributors.

But the biggest impact on IT was in the relationship with the client. We highlight here the concept of CRM (Customer Relationship Management) which according to Rai, A.K (2012), is the “is a continuously updated process of identifying relative value of customers and

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designing customized company interaction to delete them so that they do not just remain with the company profitability but also be the company's ambassador-”

This CRM is a response to the changing behavior of the consumer, which has used the technology of the internet to your advantage, knowing compare price and quality’ as well as to receive fast and friendly service.

Companies must be prepared to use the CRM with the purpose of generating a relationship with the customer to offer the right product at the right time and for the right customer.

In this context, the tour companies use cookies on their website, a system capable of profiling the user, based on their preferences, and skilled enough to use specific advertising techniques to the specific niche group. Thus, to promote an enjoyable visit, gaining customer confidence is very vital.

However, the CRM does not cease in the sale, it acts at all stages of marketing to generate new business relationships. It is with this purpose that the airlines and travel agents like Yeti travels Pvt. Ltd. has invested in loyalty bonus programs. Chains also use its indexes occupation to manage customer relationships

Baptistella (2010) comments that, in exchange for loyalty, hotels have offered privileges and promotions. Accumulation of points earned from daily check-in and check out customers can get greater flexibility like the right to use a telephone line, receiving newspapers and films for each stay and even baskets fruit and gifts.

In relation to the differentiation, ICT ensures that travel agents seeking differentiation in the market are incorporating various types of services and improving the standard of care in order to achieve or exceed consumer expectation. Internet and all its other such resources have been one of the most used tools to achieve this goal.

2.4 Internet and Customer RelationElectronic commerce can be defined as “doing business online. It is about using the power of digital information to understand the needs and preferences of each customer and each partner to customize products and services for them, and then to deliver the products and services as quickly as possible ‘(Loshin, P. 2005)

As a result of benefits, like easier to obtain and manage purchases over the internet remotely, provided by e-commerce, trade has gained speed and momentum.

Guimaràes (2007) comments that, with the spread of Internet access, customers, suppliers and stakeholders can quickly get information about companies, products, clients and services pre-and post-sales. However the fundamental change that the internet imposed on the market is the stunning disintegration of intermediate channels of communication and direct engagement with the customer.

In fact this feature of the internet provides support for trade. The contact between buyer and seller, addition to overcoming the barriers of time and geographical information exchange,

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gives the customer opening to criticize more accurately the company’s products and services and explain their preferences.

Albertini (2010) comments that the internet is very effective in promoting a product, as a simple picture or a paragraph that condenses information same or even a video or an indication of a client may already be sufficient to achievement of public in the internet market.

This generates a reduction in costs, as advertising expenditures and advertisement for new products are replaced by smaller investments in marketing on the internet. This reduction reaches the customer does not pay more for infarction found in the network.

The market e is not unreal or theoretical: it is indeed inevitable. The authors add that companies that do not value the changes that the Internet has caused the market will be a large step behind those companies which, on the contrary, are able to operate in the niche of Internet users.

3.0 CASE STUDYYeti Travels Pvt Ltd is not just a popular travel agent in the Nepalese tourism industry, but it

is also a market leader with its established presence of history. By the virtue of its scope, its

capital and the number of staffs its employees it is one of the largest tour operators, situated

in Nepal. This research is aimed at finding the user friendliness and advantage/disadvantage

of Company website http://www.yetitravels.com/ to the organization.

The Yeti Travel Pvt Ltd is renowned for its premium quality of service and the best consumer

support with the application of ICT system, that connects organizations with its customers.

The application of technology has made it possible to manage geographically dispersed

customer base while at the same time exploring every part of Nepal. The online messenger

service, means that customers can always find agents to talk to, 24/7, whenever they need.

It assists in the enhancement of quality level of tourism and hospitality business and services

with core competencies acquired from reliable data-channel and correspondence. ICT

arrangement at Yeti Travels Pvt Ltd is not just limited to solitary site or circle rather is better

pervasive to all the framework. Recently the organization has identified some aims and

objectives of their information and communication technologies. Out of those, few very

imperative are to build productivity and client retention, to enhance merchandise and quality

of service, to know the dynamic economic situations, to expand administration quality, to

handle different sorts of data from the sum of the identified gatherings and at last to get and

assess how customers feel. (Braun, 2012).

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http://www.yetitravels.com/


They assess their site proficiency from distinctive point of view and around them some

imperative yardsticks are data and manifestation outline framework, identification and

communication of marketing- objectives, e-business portfolio, assessment, various types of

value goes, secure installment and get framework, client amicable framework, substance and

ease of use of the site, phenomenal electronic administrations and so on (Braun, 2012). They

suppose their site is more successful, productive and fruitful assuming that the greater part of

the measurements identified with the productivity and viability of the organization's sites

must be more magnificent. In spite of the fact that the organization is dependably attempting

to expand sites proficiency.

The organization took some vital choices to enhance the proficiency, adequacy and

magnetism of their website system. They chose to carry some variables, for example

transferability of the web content, fun loving nature liveliness framework, data nature of the

sites, trust and responsiveness.

The primary aim of the website is that a viable tourism and hospitality business site will serve

and incorporate as a major wellspring of data off all domestic and global aspects. The

organization likewise utilizes social media to trade in different sorts of data as the company.

The organization conceives that social media are truly time and financially viable. (Braun,

2012). The organization is official banker and run their fan page on Facebook, Twitter,

Google Talk and additionally other famous and rising social media. The vast majority of time

the organization inclines toward Facebook to other media as the majority of the clients

utilizing Facebook and it is really viable. The organization in their data and correspondence

framework additionally takes after some other system or mechanisms or methods. Around

them, huge number is site identified, for example segment based methodology, multi-lingual

underpin deliverable in provision administration provisioning, approachability of all the

framework to debilitated individuals and so on administration arranged structural planning

framework (Soa), openness, interoperability, adaptability in their It and site, semantic web

administrations uses, reuse of existing and open source parts, client driven electronic stage

(Braun, 2012).

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4.0 MethodologyThe research in this study was developed in descriptive and quantitative approach. For this

purpose books: magazines and papers on the subject and field research were used. For data

collection, electronic questionnaires, structured with closed questions, along with interviews

with key employees were used. The questionnaires were drawn from a quantitative approach

aiming primarily to obtain more objective answers by the interviews. However, not all of

them were properly regularized. To ensure that participants surveyed in this study were

familiar with the process, judgmental method of sampling was used selection of interviewees.

This justifies the selection of samples.

Source of Data: There are basically two forms of data source that a research can use.

This has been explained below along with its relevance to this research.

Primary Data:

Also referred as first hand data, primary data are those data that are specifically collected through direct investigation. Primary data have the advantage of greater significance, however, are associated with significantly higher costs.

Primary data can be collected through three different ways:

Survey Experiment Observation Depth interview Group discussion (Face2Face or Internet-based)

In this research, direct interviews, field research and questionnaires are used as the source of primary data.

Secondary dataAs its name suggests, secondary data are collected internally or externally from existing sources (like official statistics, social science data etc.), which were originally collected for other survey purpose. Secondary data can sometimes be out of date, thus need to use with caution.

The main reason for using secondary data is that it saves clerical time and valuable resources. On the other hand, the main disadvantage of secondary data involves that they are no longer current based, quality is often not verifiable or defective and transferability to the concrete question is therefore doubtful.

In this research, academic books, magazines and web contents have been used as a secondary source of data.

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At first, 30 participants from 3 different branches of Yeti Travels Pvt Ltd. The questionnaires were left in the reception at those branches to be filled with customers at the time when they check-in or checkout. Out of 80 questionnaires that were distributed, only 60 of them were returned with the response.

The questionnaire consisted of a series of 24 items, which were analyzed from an opinion scale. Ranging from 5 points (more impressive and user friendly) while 0 representing the contrary. Choice of wattage was somehow challenging job.

The result of the response by respondents is presented in the table below.

Weights Opinion Evaluation

0 Do not use Do not use

1 I use very little Very low utilization

2 Little use Use Low

3 Use occasionally Moderate use

4 Use very often High usage

5 I always use it Very high use

Table 1. Classification of opinion scales / assessment used in the questionnaire

5.0 Data AnalysisThe survey had access to the answers of only 3 branches of Yeti Travel Pvt Ltd. The

questionnaire was divided into four basic questions to facilitate discussion of the results. All

these questions referred to the use of ICT tools in the organization. The first question relates

to the communication of company with customers, the second relates to level of customer

satisfaction, third relates to marketing of product and services and finally, last one relates to

the negotiation with suppliers.

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Communication with customers

When asked about the use of ICT tools in communicating with customers, the company had

satisfactory results, with emails being the most used tools. Similarly, a company's own

website is equally useful when communicating with the customers.

ICT tools Medium Use High Use Very High Use

Email 16.6 83.4

Own Website 33.4 66.6

MSN 66.6 33.4

Twitter/ Facebook 66.36 33.4

Wireline 16.6 83.4

Table 2 : Use of ICT tools in customer communication.(Source: Field Research)

ICT in promoting organisationBelow is the result obtained, regarding the use of ICT tools by company in advertising the organisation.

ICT tools No Use Little Use Medium Use High Use Very High

Use

Email 100


MSN 16.7 16.7 16.6 50

Specialized

Sites

33.4 33.3 33.3

Twitter/

Facebook

33.4 33.3 33.3

Printed

Material

16.7 33.3 50

Use of ICT tools in promoting organisation

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Using emails to advertise products and services is unanimous, which is used very high on all the branches of the agency.Second most popular is the company's website, which is also a good tool to attract customers, however, not yet understood by some organizations. Printed materials represent third most popular tools when communicating promotions.

ICT in Selling ProductsThe third question dealt with ICT tools for the marketing of products and service, for which the result was:

ICT tools No Use Medium Use High Use Very High Use

Email 100

Online Shopping 33.4 66.6

MSN 16.6 33.4 50

Twitter/

Facebook

66.6 33.4

GDS 16.6 83.4

Wireline or

Cellular

33.4 66.6

Use of ICT in Selling Products

The result shows that e-mail is used by 100% of agencies for the sale of its products Another tool widely used by organizations is the GDS. The cost of the GDS may vary depending on the segment and the number of emissions per month, reaching zero cost.

Online shopping and MSN appear with 33.4% of high use by agencies . However, a percentage of 16.6% of them do not use MSN for the sale of products. The eCommerce , that it comes to buying and selling online, using credit cards is growing in recent years as it allows consumers to search for better products and prices.

To Buhalis (1998), the use of ICT for marketing products and services not only enables consumers to identify, customize and buy tourism products, but also supports the globalization of the industry, providing effective tools for suppliers to develop, manage and distribute their offerings worldwide.

Despite such evidence, the research shows that the telephone and mobiles still remain in preference for a wide number of customers

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ICT in negotiating selling products

When asked about the use of ICT tools in communication andNegotiation with suppliers and partners, the agency responses were as follows

ICT tools No Use Little Use Medium Use High Use Very High

Use

Email 100


MSN 100

Twitter/

Facebook

16.6 50 33.3

Wireline or

Mobiles

100

Use of ICT tools in negotiating with suppliers

The survey found that 100% of agencies use the e-mail, MSN and wire-line or mobiles for communication and negotiation with suppliers.Next in the row is a company's website, when it comes to a medium of communication.Social media still appear timid in the results, by being used by a small number. The result is justifiable since, the only limited Nepalese population have account in social networking site, in that only handful would actually use it for mentioned purpose.

6.0 RecommendationsSome of the suggestions and recommendations to ensure the ICT system is used to its fullest can be outlined as follows:

ICT must be easily available, as it relies heavily upon the infrastructures. The data and information in an ICT system like company website and social

networking sites must be regularly updated. The information must be adequate. The organization must employee professional and experts for the efficient and

effective functioning of ICT tools.

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There is sometime limitation on how social media can be used by companies due to government restrictions.

Acknowledging the importance of ICT, a company must regularly allocate enough resources for the functioning of ICTs (Tierney, P. 2012)

7.0 ConclusionTourism, as an essential economic activity, has been suffering direct interference from ICTs.

It is estimated that today almost a quarter of the world population has internet access. In Nepal, this number sits at 24% which has seen a sharp increase since last few years (Nepalnews.com 2013). In this scenario, the marketing of products and services is growing significantly and the tourism segment is no different.

This research sought to investigate the level of use of ICT, its relationship with customers, suppliers and partners, as well how to market their products and services and their promotional strategies for a leading travel agent, Yeti Travels Pvt Ltd, in Nepalese market.

Considering the low cost of this tool as well as its large scope with the new possibilities, having the website and such modern information technology will provide key competency for the organization, as it has worked in case of the researched organizations. The privilege it provides when having direct communication with the customer group rather than taking the traditional communication channel which involved third parties like wholesaler and retailers, gives it a strategic importance.

Being able to communicate directly with the end consumer, will help to get the right feedback on how the customer thinks about the product, know the customer's taste, and make required changes to the product or services when it is needed. In overall all sorts of ICT tools, whether that be emails or telephones, provide positive help to organizations, some more and some less, when it comes to staying competitive.

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ReferencesBaptistella, A. 2010 Relationship marketing: Specialization in Marketing Management for Tourism, University of Brasilia Available at <http:bdm.bce.unb.br.bitstream10483/261/312004_lineBastistellap. Accessed: 08 November 2013.

Buhalis. fl (1998) Strategic use of information technologies in the tourism industry : Tourism Management, 19(5)p 409-421.

Guimarães, A. 2007. Information Systems: real-time management. Rio de Janeiro: Quality Mark

Kotler, P. 2010. Marketing 3.0: From Products to Customers to the Human Spirit. 1 Edition. Wiley

Laignier, P. 2009. Introducing the history of communication. E-book, Available athttp://books.google.com.np/books?id=C17f6aUEKWcC&pg=PA2&dq=Laignier+2009&hl=en&sa=X&ei=9d57UqaKM47GrAfHjoDwDw&redir_esc=y#v=onepage&q=Laignier%202009&f=false Accessed on 08/11/2013

Loshin, P. 2005. Electronic Commerce. 4th Edition. Laxmi Publications

Midd1eton VTC. & Clarke. J. (2002). Tourism Marketing. Theory and Practice Rio de Janeiro

Morrison, A. (2012.) Marketing of Hospitality and Tourism. Cengage Learning

Nepalnews.com. 2013. 24 percent Nepalese now have access to internet. [ONLINE] Available at:http://www.nepalnews.com/archive/2013/may/may26/news14.php. [Accessed 08 November 13].

Rai, A.K, 2012. Customer Relationship Management. 2nd ed. New Delhi: PHI Learning Private Limited

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http://www.nepalnews.com/archive/2013/may/may26/news14.php

http://books.google.com.np/books?id=C17f6aUEKWcC&pg=PA2&dq=Laignier+2009&hl=en&sa=X&ei=9d57UqaKM47GrAfHjoDwDw&redir_esc=y#v=onepage&q=Laignier%202009&f=false




Tierney, P. (2012), Tourism website and its evaluation process, importance of tourism website, small and medium tourism enterprises and tourism, Journal on Internet-Based Evaluation of Tourism Web Site Effectiveness, pp. 09-14.

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