Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Kuo-Yan Wang, Mu-Lan Ma () and Jing Yu
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Kuo-Yan Wang: Guangdong University of Petrochemical Technology
Mu-Lan Ma: Nanya Institute of Technology
Jing Yu: Guangdong University of Petrochemical Technology

Service Business, 2021, vol. 15, issue 2, No 6, 335-368

Abstract: Abstract The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers’ perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members’ reliability and responsiveness was shown to be the most significant dimension of lodgers’ perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

Keywords: Quarantine hotel; Restricted service; Customer satisfaction; Revisit intention (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1007/s11628-021-00445-w

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