Influence of Digital Technologies on Tourist Experience and Destination Competitiveness in Kenya
Solomon Ikote Muntet
School of Tourism, Hospitality and Events Management
Moi University, Kenya
Email: somuntet@gmail.com
Abstract: The rapid diffusion of digital technologies has transformed tourist experiences and influenced destination competitiveness globally. In Kenya, tourism enterprises have gradually adopted mobile platforms, artificial intelligence (AI), virtual and augmented reality (VR/AR), digital payment systems, and social media to enhance service delivery and engagement. However, uneven digital infrastructure, limited technical skills, and high implementation costs constrain full utilization, particularly in rural and emerging destinations. Guided by Rogers’ Diffusion of Innovations Theory, the Technology Acceptance Model, and the Destination Competitiveness Framework, this study examined the influence of digital technologies on tourist experience and destination competitiveness in Kenya. A descriptive research design utilizing secondary data from scholarly journals, government reports, and industry publications (2019–2025) was employed. Data were systematically extracted using a document analysis guide, ensuring validity through the inclusion of credible, peer-reviewed sources and reliability through consistent coding frameworks. Content analysis and thematic synthesis were applied to identify patterns and relationships between digital technology adoption, tourist satisfaction, and competitiveness. Findings reveal that mobile booking platforms and digital payment systems enhance convenience and engagement, AI-powered services personalize experiences, immersive technologies enrich cultural and natural site interactions, and social media amplifies destination visibility and branding. Despite these benefits, gaps in rural infrastructure and skills limit equitable adoption. The study concludes that strategic integration of digital technologies significantly enhances tourist experience and destination competitiveness. Based on the findings, recommendations include investing in digital infrastructure, adopting AI and immersive technologies, implementing comprehensive social media strategies, and designing inclusive digital adoption programs for small enterprises and underserved regions.
