The Influence of Service Quality on Quests in Hotel during Covid-19 Outbreak
yousef keshavarz
1
(
Department of Management, Neyriz Branch, Islamic Azad University, Neyriz, Iran
)
Keywords: Service Quality, COVID 19, Hotel, Quests, HEL-SERV ,
Abstract :
The current study aimed to identify the factors affects guests to book the hotel during Covid-19 outbreak. The model was constructed through a two stage of qualitative and quantitative process. The expert panel was selected to identify the health service factors in hotel. 362 questionnaires were collected from the quests of 4- and 5-star hotels in Mashhad. Data were analysis by SPSS and Amos. The results showed that disinfected room, proper ventilation, uncrowded place, food hygiene, checking the guests, speeding up the process, and hygienic staff were affect quests to visit and stay in the hotel. These dimensions called as HEL_SERV model.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International journal of hospitality management, 25(2), 170-192.
Atadil, H. A., & Lu, Q. (2021). An investigation of underlying dimensions of customers’ perceptions of a safe hotel in the COVID-19 era: effects of those perceptions on hotel selection behavior. Journal of Hospitality Marketing & Management, 30(6), 655-672.
Barber, N., & Scarcelli, J. M. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal.20(1), 70-88.
Breitsohl, J., & Garrod, B. (2016). Assessing tourists’ cognitive, emotional and behavioural reactions to an unethical destination incident. Tourism Management, 54, 209–220.
CDC (Centers for Disease Control and Prevention). (2020). Interim infection prevention and control recommendations for patients with confirmed coronavirus disease 2019 (COVID-19) or persons under investigation for COVID-19 in healthcare settings. Retrieved February 21, 2020, from https://www.cdc.gov/coronavirus/2019-ncov/infection-control/control-recommendations.html?
Chan, E. S. W., & Lam, D. (2013). Hotel safety and security systems: Bridging the gap between managers and guests. International Journal of Hospitality Management, 32, 202–216.
Chen, J., Fu, Y., Lu, W., & Pan, Y. (2023). Augmented reality-enabled human-robot collaboration to balance construction waste sorting efficiency and occupational safety and health. Journal of Environmental Management, 348, 119341.
Demeter, C., Walters, G., & Mair, J. (2021). Identifying appropriate service recovery strategies in the event of a natural disaster. Journal of Hospitality and Tourism Management, 46, 405-413.
Ezeh, P. C., Okeke, T. C., & Nkamnebe, A. D. (2021). Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction. Journal of Islamic Marketing, ahead-of-print.
Fincham, Jack, E., (2008). Response Rates and Responsiveness for Surveys, Standards, and the Journal, American.Journal of Pharmaceutical Education, 72(2), 43.
Fung, C., Tsui, B., & Hon, A. H. (2020). Crisis management: a case study of disease outbreak in the Metropark Hotel group. Asia Pacific Journal of Tourism Research, 25(10), 1062-1070.
Grand, M. (2016). Forecasting the potential impact viral outbreaks will have on the United States tourism industry. Journal of Tourism and Hospitality Management, 4(1), 1–13.
Hao, F., Xiao, Q., & Chon, K. (2020). COVID-19 and China’s hotel industry: Impacts, a disaster management framework, and post-pandemic agenda. International journal of hospitality management, 90, 102636.
Hung, K.K., Mark, C.K., Yeung, M.P., Chan, E.Y. and Graham, C.A. (2018). The role of the hotel industry in the response to emerging epidemics: a case study of SARS in 2003 and H1N1 swine flu in 2009 in Hong Kong, Globalization and Health, 14(1), 117.
Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International Journal of Contemporary Hospitality Management, 30(8), 2563-2573.
Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International Journal of Contemporary Hospitality Management. 32(8), 2563-2573.
Kandampully, J., & Solnet, D. (2015). Service management principles: For hospitality and tourism 2nd ed. Dubuque. Iowa: Kendall Hunt.
KCDC (Korea Centers for Disease Control and Prevention). (2020). Psychological Quarantine) How to cope with infectious disease stress caused by COVID-19 (for the general public, confirmed case, and quarantine). Retrieved March 18, 2020, from http://www.cdc.go.kr/gallery.es?mid=a20503020000&bid=0003.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities.
Keshavarz, Y., Aziz, Y. A., Jamshidi, D., & Ansari, Z. (2019). A comparative study of outcome quality, perceived value, and loyalty in four-star and five-star hotels. International Journal of Tourism Cities, 5(2), 270-287.
Kim, S. S., Chun, H., & Lee, H. (2005). The effects of SARS on the Korean hotel industry and measures to overcome the crisis: A case study of six Korean five-star hotels. Asia Pacific Journal of Tourism Research, 10(4), 369–377.
Lai, I. K. W., & Wong, J. W. C. (2020). Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19. International Journal of Contemporary Hospitality Management. 32 (10), 3135-3156.
Layqah, L. A., & Eissa, S. (2019). An electrochemical immunosensor for the corona virus associated with the Middle East respiratory syndrome using an array of gold nanoparticle-modified carbon electrodes. Microchimica Acta, 186(4), 1-10.
Lee, L. C., Wang, Y., Zhang, L., Ping, L., Zuo, J., & Zhang, H. (2024). Impact of COVID-19 on the economic loss and resource conservation of China's tourism industry from the supply chain perspective. Cities, 144, 104633.
McKercher, B., & Chon, K. (2004). The over-reaction to SARS and the collapse of Asian tourism. Annals of tourism research, 31(3), 716.
Moro, S., Lopes, R. J., Esmerado, J., & Botelho, M. (2020). Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services, 56, 102193.
NasarAmini Jeloudarlou, S., Aali, S., Faryabi, M., & Bafandeh Zendeh, A. (2022). Developing a Dynamic Model for the Impact of Servicescape on Customer Experience in the Hotel Industry. Journal of System Management, 8(1), 1-18.
Naseer, S., Khalid, S., Parveen, S., Abbass, K., Song, H., & Achim, M. V. (2023). COVID-19 outbreak: Impact on global economy. Frontiers in public health, 10, 1009393.
Shin, H., & Kang, J. (2020). Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness. International Journal of Hospitality Management, 91, 102664.
Wachyuni, S. S., & Kusumaningrum, D. A. (2020). The effect of COVID-19 pandemic: How are the future tourist behavior? Journal of Education, Society and Behavioural Science, 33(4), 67–76.
Wen, J., Kozak, M., Yang, S., & Liu, F. (2020). COVID-19: Potential effects on Chinese citizens’ lifestyle and travel. Tourism Review, tourism review, 76(1), 74-87.
WHO (World Health Organization) (2021), Coronavirus (COVID-19) Dashboard from: https://covid19.who.int/.
WHO (World Health Organization). (2018). Consensus document on the epidemiology of severe acute respiratory syndrome (SARS). Available at: http://www.who.int/ entity/csr/sars/en/WHOconsensus.pdf.
WHO (World Health Organization). (2020a). Coronavirus disease (COVID-19) outbreak situation. Retrieved April 01, 2020, from https://www.who.int/emergencies/diseases/novel-coronavirus-2019.
WHO (World Health Organization). (2020b). Coronavirus disease (COVID-19) outbreak. Retrieved March 31, 2020, from https://www.who.int/health-topics/coronavirus#tab=tab_1.
WHO (World Health Organization). (2020c). Coronavirus disease (COVID-19) advice for the public. Retrieved March 18, 2020, from https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public.
Wong, A. K. F., Kim, S. S., Kim, J., & Han, H. (2021). How the COVID-19 pandemic affected hotel Employee stress: Employee perceptions of occupational stressors and their consequences. International Journal of Hospitality Management, 93, 102798.
Yu, J., Lee, K., & Hyun, S. S. (2021). Understanding the influence of the perceived risk of the coronavirus disease (COVID-19) on the post-traumatic stress disorder and revisit intention of hotel guests. Journal of Hospitality and Tourism Management, 46, 327-335.