1.
Philisiwe Ndlovu
– Finance and Information Management, Faculty of Accounting and Informatics, Durban University of Technology, Aberfeldy, Pietermaritzburg, South Africa.
2.
Celani John Nyide
– Finance and Information Management, Faculty of Accounting and Informatics, Durban University of Technology, Pietermaritzburg, South Africa.
3.
Thandukwazi Ncube
– Finance and Information Management, Faculty of Accounting and Informatics, Durban University of Technology, Pietermaritzburg, South Africa.
Abstract
This study identifies and synthesise conceptual and practical gaps within existing literature regarding the integration of Standard Operating Procedures (SOPs) and policies during the adoption of digital administrative systems in the tourism and hospitality sector. Employing a qualitative literature review methodology, the study draws from academic database and grey literature spanning the period 2014-2025. The review synthesises key themes, including drivers of digital adoption, the role of digital governance, and common implementation challenges. A primary finding is the significant disconnect in the literature between technology adoption theory and the practical realities of SOP enforcement and policy compliance. The gap is particularly pronounced in the tourism and hospitality sectors.
The study argues for more deliberate integration of SOPs into digital systems frameworks and calls for future empirical research, potentially guided by models like Technology Acceptance Model (TAM), to validate effective strategies. It concludes by offering practical suggestions for policymakers and practitioners, including enforcing regulatory standards, allocating resources for training and incentivising proper system use. This paper contributes to the discourse on digital governance by proving insights that support sustainable, ethical and effective administrative advancements in the tourism and hospitality industry.
Keywords Digital Administrative Systems, Adoption, Integration, SOPs, Policy Implementation
