Digitalization and Service Quality in Kyrgyz Tourism

Iskakova Darika (2025) Digitalization and Service Quality in Kyrgyz Tourism. Menedzsment Kar (2025-)-.

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Absztrakt (kivonat)

Digital solutions have become pivotal in how tourism services are delivered, coordinated, and marketed, yet many destinations in Central Asia continue to rely on largely traditional operations. In the Kyrgyz Republic’s tourism industry, where micro, small, and medium enterprises are prevalent, the process of adopting digital tools and their effects on internal workflows, as well as on the service quality, remain underexplored. This thesis examines how tourism businesses in the Kyrgyz Republic implement technological solutions, analyzing the integration process of the providers and subsequent experience of tourists. The research draws on the SERVQUAL and Technology Acceptance models, as well as Lean principles, analyzing data from qualitative interviews with businesses and quantitative customer surveys. The findings show that the adoption is selective and context dependent, relying more on the routine workflow fit than the firm’s resources. Digital solutions have a weak influence on the relational aspects of service, thus adding most value by supplementing, rather than replacing, existing strengths of Kyrgyz hospitality.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Menedzsment Kar (2025-)-

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Gazdálkodási és menedzsment

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	digitalization, lean principles, service quality, technology acceptance model, tourism
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Júl. 09. 11:14
Utolsó módosítás:	2026. Júl. 09. 11:14

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