Exploring the elements of smart tourism technology impact on memorable tourist experiences: A case study in Ho Chi Minh City

Abstract

The integration of Smart Tourism Technologies (STTs) into the tourism sector has significantly transformed how tourists engage with destinations, particularly by enhancing the dimensions of informativeness, accessibility, interactivity, personalization, and security. This study investigates the influence of STTs on the formation of memorable tourist experiences in Ho Chi Minh City, Vietnam, with a specific focus on the moderating role of emotional arousal. Grounded in Emotion Appraisal Theory, the research examines how tourists’ emotional responses to STT features contribute to the perceived quality and memorability of their experiences. Data were collected through a structured survey of 485 visitors at major tourist sites in the city. The empirical findings reveal that all five dimensions of STTs exert a significant positive impact on memorable experiences, and emotional arousal significantly moderates the effects of informativeness, accessibility, interactivity, and personalization. These results advance the theoretical understanding of emotion-technology interplay in tourism and provide actionable guidance for destination managers and technology developers seeking to craft emotionally resonant smart tourism solutions.