Knowledge Management and Tourist Satisfaction in Smart Tourism: Mediating Roles of Personalisation and Participation

This study explores how tourists’ knowledge acquisition, sharing, and application behaviours influence tourism satisfaction in smart tourism environments. Drawing on knowledge management theory and the information system success model, it introduces a dual mediation model involving perceived personalisation and tourist participation. Based on data from 315 valid questionnaires and structural equation modelling (SEM), results showed that knowledge behaviour positively impacted satisfaction both directly and indirectly through enhanced personalisation and participation. This research extends knowledge management theory to digital tourism, highlighting the importance of guiding user knowledge behaviours. It suggests that platforms should leverage intelligent recommendation and co-creation mechanisms to improve personalisation and engagement, offering theoretical insights and practical implications for designing knowledge-driven and value co-creation services in smart tourism.