Abstract:
The Meetings, Incentives, Conventions, and Exhibitions (MICE) industry is an important
and growing segment of the tourism industry with great potential. Further, with its
exponential growth, many international MICE organizations are using information
technology to maintain service standards within the industry. Hence, the objectives of the
study were (i) to identify the present situation of using information technology, (ii)to
identify the current issues and barriers associated with information technology, (iii) to
identify benefits to the company by using information technology, (iv) to examine the
factors affecting in improving information technology on service standards in MICE
tourism in Sri Lanka. Primary data were collected through structured interviews, using a
purposive sampling technique, from 12 MICE managers out of 28 event management
organizations in Sri Lanka. All these organizations had membership of Sri Lanka
Association of Professional Conference, Exhibition and Event Organizers. Qualitative
data analytical method was employed and the collected data were transcribed and
analysed by using thematic analysis. The findings of the study revealed that present
situation of using information technology was not adequate and costly, difficult to
convince, tech-savvy employees, and lack of government support as current issues and
barriers associated with information technology on service standards in MICE tourism in
Sri Lanka. Further, technologized MICE events could be used by organizers as a tool for
gaining competitive advantages, cost reduction, time-saving, increase efficiency, and
maintaining a good relationship with clients of the company which is affected by service
standards in the MICE tourism industry. Moreover, this study identified price factor,
government support, tech-savvy personals, and accurate database management system as
factors affecting to improve information technology on service standards in MICE
tourism in Sri Lanka.
Keywords: MICE tourism, Information technology, Service standards
