Turizam Volume 29, Issue 4-4
BRIDGING THE GAP BETWEEN DIGITAL SECURITY AND TOURIST EXPERIENCE IN SMART DESTINATIONS
Authors: Apostolos Tsiakalos, Anastasios Tsiakalos
Abstract: This paper introduces and tests the Security-Experience Alignment Model (SEAM), a framework that explores how real cybersecurity conditions influence the link between digital trust and tourist satisfaction in smart destinations. A sequential mixed-method design was applied. Quantitative survey data were collected from 210 thematic travelers to measure satisfaction, trust, and cybersecurity awareness. In parallel, a technical audit of smart tourism infrastructures— public Wi-Fi networks and mobile applications—was performed using standard penetration-testing tools. Data were analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine direct and mediating effects. The analysis shows a clear gap between perceived digital trust and the actual security level of tourism infrastructures. While personalization and smart services improve satisfaction, hidden vulnerabilities weaken digital trust and may affect long-term loyalty. The SEAM model identifies cybersecurity resilience as an underlying factor that connects secure infrastructure with sustainable tourist experiences. The study extends smart-tourism research by integrating cybersecurity resilience into satisfaction and trust models. It offers both theoretical and managerial insights, emphasizing that secure digital environments are essential for reliable and satisfying experiences in smart destinations.
Keywords: smart tourism, cybersecurity resilience, digital trust, tourist satisfaction, smart destinations
Article info: 230-238
Received: July 2025 | Accepted: December 2025