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17.05.2021 | Empirical article

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

verfasst von: Kuo-Yan Wang, Mu-Lan Ma, Jing Yu

Erschienen in: Service Business | Ausgabe 2/2021

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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.

Vorheriger Artikel Key determinants of women’s entrepreneurial intentions in encouraging social empowerment

Nächster Artikel The relationship between brand experience and consumer-based brand equity in grocerants

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Titel: Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine
verfasst von: Kuo-Yan Wang
Mu-Lan Ma
Jing Yu
Publikationsdatum: 17.05.2021
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2021
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-021-00445-w

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