Digital Transformation and Smart Tourism Development in Nepal’s Heritage Cities: A Technology Adoption and Governance Perspective

This study examines how digital transformation and governance shape smart tourism development in Nepal’s heritage cities. The research focuses on Kathmandu Valley, Pokhara, and Lumbini, where small and medium enterprises, tour guides, local officials, and tourists increasingly interact with digital services. A mixed methods design combines a survey of 350 respondents with key informant interviews and field observation. The survey adapts constructions from the Technology Acceptance Model, the Unified Theory of Acceptance and Use of Technology, and smart tourism literature. Structural equation modelling tests the direct effects of technology adoption drivers on smart tourism development and tourist experience. Mediation by smart infrastructure, smart services, and smart destination management, and moderation by governance support, collaboration, and regulation are also examined. Results show that performance expectancy is the strongest predictor of technology adoption, followed by technological readiness, facilitating conditions, social influence, and trust. Technology adoption has a strong positive effect on smart tourism development and tourist experience. Smart infrastructure and smart services partially mediate this relationship, indicating that investments in connectivity, interoperable platforms, and digital content are critical. The contribution of governance support and collaborative arrangements to the effects of adopting technology on smart tourism outcomes is important. Qualitative evidence shows that the gaps in broadband coverage, skills, and coordination persist, but stakeholders are willing to use digital tools. The paper offers policy-level advice to planners and destination managers who would like to develop inclusive digital policies in heritage tourism in Nepal and other South Asian settings.