Knowledge Agora



Similar Articles

Title New demands by hotel customers post COVID-19 era
ID_Doc 75891
Authors Al-Kumaim, NHS; Samer, M; Hassan, SH; Shabbir, MS; Mohammed, F; Al-Shami, S
Title New demands by hotel customers post COVID-19 era
Year 2023
Published
Abstract PurposeThe purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel's customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT).Design/methodology/approachThe SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique.FindingsThe empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention.Research limitations/implicationsThe use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered.Practical implicationsTheoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today's competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer's health protection, meets customer's newly prompted expectations and needs and ensures resilience during unsettled times.Originality/valueThis study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.
PDF

Similar Articles

ID Score Article
67139 Boon, LK; Fern, YS; Siang, YY A Study Of Revisit Intention To Boutique Hotels In Melaka(2018)
69442 Samal, A; Mishra, S Causality between Service Quality and Customers' Satisfaction Across Star Hotels(2022)Nmims Management Review, 30.0, 2
74112 Suhaeni, T; Sosianika, A Sustainability in Accommodation Service Industry: The Role of Quality and Value(2018)
68259 Huu, TN; Ngoc, HN; Dai, LN; Thu, DNT; Truc, LN; Trong, LN Effect of tourist satisfaction on revisit intention in Can Tho City, Vietnam(2024)Cogent Business & Management, 11, 1
76886 Peric, G; Slavkovic, M; Gasic, M; Durovic, B; Dramicanin, S Unboxing the Complex between Job Satisfaction and Intangible Service Quality: A Perspective of Sustainability in the Hotel Industry(2023)Sustainability, 15, 18
69115 Perezhogina, ON; Pavlova, AV; Khajrullina, AD; Kulik, EN; Nabieva, LG Implementation Of A Customer-Oriented Approach In The Management System Of Hotel Industry(2019)
19625 Gallardo-Vázquez, D Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment(2023)Oeconomia Copernicana, 14.0, 2
78652 Sin, KY; Mohamad, AA; Lo, MC A Mixed-Method Study on the Perceptions of Quality Management and Sustainability in Malaysian Hotel Industry(2021)Estudios De Economia Aplicada, 39, 1
Scroll