Fuzzy AHP Analysis of Internet of Things in Tourism Industry

Abstract

With the impacts of the industrial revolution 4.0, the tourism industry faces the opportunity to innovate the development model. In this situation, Vietnam tourism will have a revolutionary development, creating outstanding personalized customer service. The objective of this study is to indentify the key success factor for IoT application in tourism companies by integrating fuzzy theory and analytical hierarchy process (FAHP). Following the steps of FAHP methods, the study finds that the critical success factors for IoT application in tourism companies have developed, including technology, organization, environment, and Customer Security. The result also indicated the importance of Technology infrastructure, IT Human resources, Government policy, and Information privacy in IoT applications in tourism companies. Discussion, conclusion, limitations, and suggestions for future research are also presented.