Abstract
This research discusses the role of Web 4.0 and 5.0 devices on the commercial sustainability for tourism in Ho Chi Minh City (HCMC), Vietnam. The study adopts a tourist perspective regarding the future implementation of Web 4.0 and 5.0 devices, focusing on the service quality of various tourism-associated services and assessing, in return, the extent to which the overall satisfaction and long-term patronage of tourists is affected. Usually, researchers conduct this test in various popular establishments where devices are intended for experimental use and tourists are supposed to have previous exposure to them, so that their perceptual thinking regarding the service quality of these devices can be studied. The tourists act as respondents for various establishments. We also asked subjective questions in a short interview to 10 professionals working in these establishments, which helped us in the quantitative survey process. As a mixed method study, it has covered both quantitative and qualitative aspects of the items and provided a holistic result. The results indicated that Web 4.0 and 5.0, along with the service quality offered by personnel working in the establishments, showed significant variance in holistic service evaluation for tourist satisfaction and loyalty. Very few service quality factors had a distinct variance in the output. After using a regression analysis for Web 4.0 and 5.0 devices and service quality, we found that Web 4.0 and 5.0 showed insignificant negative results. This study contributes to the incremental research on Web 1.0 to 5.0, specifically detailing how it affects tourists’ satisfaction and patronage. Moreover, from a management point of view, this study can help solve the financial riddle of various establishments in HCMCs tourism ecosystem for optimum fund management and better productivity.
Highlights
Since the advent of new automated technologies and connectivity innovations, it has become paramount to know the impact of Web 5.0 on sustainable tourism
The results showed that the majority of stakeholders are aware of Web 5.0 and its impacts as a constituent of overall service quality that holistically affects the satisfaction of tourists and the futuristic outlook of service establishments
Our findings indicate that tourists prefer to interact with social robots, finding them relatable, human-like, empathy-possessing, and a strong capacity to process information, which is still not available with other web technologies [57]
Summary
Since the advent of new automated technologies and connectivity innovations, it has become paramount to know the impact of Web 5.0 on sustainable tourism. In Web 5.0, tourists try connect via smart communication devices (SC) like smartphones, phablets, and humanoid robots with augmented and virtual reality (AR and VR) in order to enhance their experiences in the three-dimensional (3D) virtual world of Symbionet [1]. This technology uses each part of our memory, along with the power of calculation, for each interconnected SC to provide the virtual world of artificial intelligence (AI). The primary objective of this research was to determine the stakeholders’ service quality on tourists’ satisfaction and loyalty in the tourism ecosystem, which can be attributed to the incremental changes of Web 5.0
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