Smart tourism in Dubai: Exploring ICT, RAISA, and government's role in economic and technological advancements

Sachin Kumar; Ashok Chopra; Manohar Sajnani

doi:10.31893/multiscience.2026132

Keywords:

technological innovation

tourism economy

Abstract

Dubai has established itself as a global leader in tourism by integrating advanced technologies to enhance visitor experiences and operational efficiencies. This study examines the impact of Information Communication Technology (ICT), Robotics, Artificial Intelligence, and Service Automation (RAISA) on Dubai’s tourism sector, focusing on their role in driving innovation, assessing economic benefits, and evaluating the government's contributions to fostering and regulating technological integration. A structured survey was conducted with 316 participants, and data were analyzed using descriptive statistics, correlation analysis, and Structural Equation Modelling (SEM). The findings highlight strong interconnections between ICT, RAISA, and economic benefits, demonstrating their combined influence in shaping technological advancements in tourism. ICT emerged as a key enabler, significantly impacting innovation and economic outcomes, while RAISA contributed to operational efficiency and enhanced customer satisfaction. The government played a crucial role in providing regulatory frameworks and infrastructure for sustainable technology adoption. The results underscore the transformative power of smart tourism initiatives in maintaining Dubai’s competitive edge as a premier global destination. Policymakers are encouraged to prioritize ICT investments, foster innovation funding, and enhance workforce training programs to optimize technological advancements. Industry stakeholders must align business strategies with emerging visitor expectations, integrating advanced digital solutions to improve efficiency and overall customer experience. By bridging gaps in existing research, this study offers a comprehensive framework for leveraging smart tourism practices to drive sustainable growth. It provides insights into how technology-driven innovation can enhance tourism experiences, economic development, and long-term competitiveness. With continued investment and policy support, Dubai is poised to set new global benchmarks in smart tourism, ensuring its leadership in the digital era.
References
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Kumar, S., Chopra, A., & Sajnani, M. (2025). Smart tourism in Dubai: Exploring ICT, RAISA, and government’s role in economic and technological advancements. Multidisciplinary Science Journal, 8(2), 2026132. https://doi.org/10.31893/multiscience.2026132

[1] Audina, R. A., Kartiasih, F., & Yuliana, R. (2024). The role of information and communication technology (ICT) and tourism on economic growth in Indonesia. Sriwijaya International Journal of Dynamic Economics and Business, 8(1), 87–106. https://doi.org/10.29259/sijdeb.v8i1.87-106

[2] Baggio, R., Micera, R., & Del Chiappa, G. (2020). Smart tourism destinations: A critical reflection. Journal of Hospitality and Tourism Technology, 11(3), 407–423.

[3] Chang, Y. W., Hsu, P. Y., & Lan, Y. C. (2019). Cooperation and competition between online travel agencies and hotels. Tourism Management, 71, 187–196.

[4] Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14(3), 439–459.

[5] Choi, Y., Oh, M., Choi, M., & Kim, S. (2021). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 717–733.

[6] Del Vecchio, P., Mele, G., Ndou, V., & Secundo, G. (2018). Open innovation and social big data for sustainability: Evidence from the tourism industry. Sustainability, 10(9), 3215.

[7] Dredge, D. (2018). Rescuing policy in tourism network research. Via. Tourism Review, 1(13).

[8] Dubai Tourism. (2020). Annual report on sustainability practices in Dubai tourism. https://www.dubaitourism.gov.ae

[9] El Khatib, M. M., Abidi, N., Al-Nakeeb, A., Alshurideh, M., & Ahmed, G. (2023). Dubai smart city as a knowledge based economy. In The effect of information technology on business and marketing intelligence systems (Vol. 1056, pp. 1–25). Springer. https://doi.org/10.1007/978-3-031-12382-5_90

[10] George, R., & Mishra, V. P. (2024). Analysis and impact of digital influence in hospitality and tourism industry. In 2024 2nd International Conference on Sustaining Heritage: Embracing Technological Advancements (ICSH) (pp. 41–45). IEEE. https://doi.org/10.1109/ICSH62408.2024.10779719

[11] Gössling, S., Hall, C. M., & Scott, D. (2019). Sustainable tourism: A global perspective. Journal of Sustainable Tourism, 27(7), 1–9.

[12] Höpken, W., Eberle, T., Fuchs, M., & Lexhagen, M. (2019). Google Trends data for analysing tourists’ online search behaviour and improving demand forecasting: The case of Åre, Sweden. Information Technology & Tourism, 21, 45–62.

[13] Ivanov, S., & Webster, C. (2019). Perceived appropriateness and intention to use service robots in tourism. In Information and communication technologies in tourism 2019: Proceedings of the international conference in Nicosia, Cyprus, January 30–February 1, 2019 (pp. 237–248). Springer.

[14] Kim, M. J., Lee, C. K., & Jung, T. (2020). Exploring consumer behavior in virtual reality tourism using an extended stimulus-organism-response model. Journal of Travel Research, 59(1), 69–89.

[15] Law, R., Leung, D., & Chan, I. C. (2020). Progression and development of information and communication technology research in hospitality and tourism: A state-of-the-art review. International Journal of Contemporary Hospitality Management, 32(2), 511–534.

[16] Leung, R. (2022). Development of information and communication technology: From e-tourism to smart tourism. In Handbook of e-Tourism (pp. 23–55). Springer.

[17] Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51.

[18] Paluch, S., Wirtz, J., & Kunz, W. H. (2020). Service robots and the future of services. In M. Bruhn, C. Burmann, & M. Kirchgeorg (Eds.), Marketing weiterdenken (pp. 333–348). Springer Gabler. https://doi.org/10.1007/978-3-658-31563-4_21

[19] Rhou, Y., & Singal, M. (2020). A review of the business case for CSR in the hospitality industry. International Journal of Hospitality Management, 84, 102330.

[20] Scott, D., Hall, C. M., & Gössling, S. (2019). Global tourism vulnerability to climate change. Annals of Tourism Research, 77, 49–61.

[21] Sharma, I., & Aggarwal, A. (2024). Innovating for tomorrow: The role of artificial intelligence, robotics, and service automation in travel, tourism, and hospitality. In Balancing automation and human interaction in modern marketing (pp. 225–247). IGI Global.

[22] Sigala, M. (2018). New technologies in tourism: From multi-disciplinary to anti-disciplinary advances and trajectories. Tourism Management Perspectives, 25, 151–155.

[23] Smart Dubai. (2021). Smart Dubai initiative. https://www.smartdubai.ae

[24] Tung, V. W., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680–2697.

[25] Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907–931.

[26] Zaidan, E. (2017). Analysis of ICT usage patterns, benefits, and barriers in tourism SMEs in the Middle Eastern countries: The case of Dubai in UAE. Journal of Vacation Marketing, 23(3), 248–263.

Abstract

References

How to cite