TRANSFORMASI DIGITAL DALAM MANAJEMEN LAYANAN PARIWISATA—SCOPING REVIEW ATAS TEKNOLOGI, KAPABILITAS, PRAKTIK, DAN LUARAN MULTILEVEL

Yeristiawati Husain; Sri Sunarti

TRANSFORMASI DIGITAL DALAM MANAJEMEN LAYANAN PARIWISATA—SCOPING REVIEW ATAS TEKNOLOGI, KAPABILITAS, PRAKTIK, DAN LUARAN MULTILEVEL

Yeristiawati Husain, Sri Sunarti

Abstract

Transformasi digital membentuk ulang layanan pariwisata melalui kecerdasan buatan, teknologi platform dan seluler, Internet of Things, sistem imersif, otomasi, analitik data, serta kecerdasan buatan generatif. Namun, literatur masih terfragmentasi pada teknologi tertentu, keputusan adopsi, dan luaran pelanggan. Scoping review ini memetakan transformasi digital sebagai proses manajemen layanan pariwisata yang menghubungkan konfigurasi teknologi, kapabilitas organisasi, praktik layanan yang didesain ulang, titik sentuh perjalanan wisatawan, kondisi implementasi, dan luaran multilevel. Korpus terstruktur berisi 1.086 rekaman bibliografis dan abstrak yang bersumber dari Scopus melalui lima pencarian Boolean bertahap dideduplikasi menjadi 500 rekaman unik. Penyaringan berbasis Population–Concept–Context mempertahankan 79 rekaman untuk penilaian kelayakan terperinci dan 35 rekaman untuk pemetaan bukti. Publikasi meningkat setelah 2024; 18 dari 35 sumber terpetakan terbit pada 2025–2026. Aplikasi AI/machine learning dan sistem rekomendasi merupakan keluarga teknologi paling menonjol (16 studi), diikuti sistem seluler, platform, dan CRM (14); kategori bersifat tidak saling eksklusif. Luaran wisatawan/pelanggan muncul pada 19 studi, sedangkan luaran karyawan/pekerjaan secara eksplisit hanya pada empat studi. Sintesis menunjukkan bahwa kapabilitas organisasi berfungsi sebagai lapisan konversi antara ketersediaan teknologi dan perubahan proses layanan, sedangkan keterampilan, interoperabilitas, tata kelola data, privasi, kepercayaan, dan keseimbangan manusia–teknologi mengondisikan luaran. Digital Tourism Service Management Framework yang dihasilkan menggeser analisis dari sekadar adopsi teknologi menuju keterkaitan konfigurasi digital, kapabilitas, transformasi layanan, integrasi perjalanan wisatawan, dan luaran pada tingkat wisatawan, layanan, karyawan, organisasi, serta destinasi.

Keywords

transformasi digital; manajemen layanan pariwisata; smart tourism; inovasi layanan; perjalanan wisatawan

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