Preliminary communication
https://doi.org/10.56321/ijmbs.11.17.14
SIGNIFICANCE AND POTENTIAL OF MOBILE APPLICATIONS IN CONTEMPORARY TOURISM: AN EMPIRICAL STUDY OF SERVICE PROVIDERS’ AND TOURISTS’ PERCEPTIONS IN THE CITY OF ZAGREB
DANIJELA FERJANIĆ HODAK
orcid.org/0000-0002-7620-9244
; University of Zagreb Faculty of Economics & Business, Zagreb, Croatia
DANIELA GUJA
Abstract
In an increasing number of destinations, technology, including mobile applications, sensors, artificial intelligence, and the Internet of Things (IoT), are being employed to deliver personalised, timely, and relevant information to visitors. Technology implementation improves the quality of stay, enables better destinations management and mitigate negative environmental impacts. Destinations seek to enhance interaction among the local community, visitors, and institutions through intelligent communication. The city of Zagreb, as the administrative, cultural and tourist center of Croatia, despite the growing number of tourists, is not fully aligned with the needs of modern users. The aim of the paper is to explore the current state, role and effectiveness of mobile applications in the tourism context of Zagreb through a theoretical and practical framework and to analyze opportunities for their improvement. By comparing with examples of good practice (for example, the city of Copenhagen), the paper seeks to identify relevant factors that contribute to the successful implementation of smart technologies. Primary research among tourists and service providers provides insight into user perceptions, the level of satisfaction with existing digital solutions and their needs and future expectations.
Keywords
tourism; mobile applications; digital technology in tourism; the City of Zagreb
Hrčak ID:
342131
URI
Publication date:
23.12.2025.
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