ABSTRACT
The COVID-19 outbreak has had detrimental consequences on the cruise industry due to the suspension of commercial cruise trips, and these effects remain apparent in Saudi Arabia. The offered service quality (SQ) in the post-COVID-19 era seems to be a critical element for improving customer experiences and satisfaction, enhancing destination attractiveness, increasing revenue, and maintaining repeat business. The current study aimed to assess the impact of service quality on tourists' satisfaction and corporate image as well as the intention to pay for cruise trips and revisit the destination among 315 tourists in Saudi Arabia. Service quality was measured using five subscales of the SERVQUAL scale, including reliability, tangibles, responsiveness, assurance, and empathy. Tourists' satisfaction was significantly influenced by four domains of SQ, whereas the intention to pay more, intention to revisit the destination, and corporate image were significantly predicted by ≤3 domains of SQ. The study's findings can help the cruise industry to improve its offerings and create more personalized and engaging experiences that meet the changing needs of customers in the recovery period after the COVID-19 outbreak.
ABSTRACT
The present preliminary study seeks to explore the pilgrim tourist experience and their revisit intentions post-COVID pandemic. Data were collected at the Amarnath Holy Shrine in Jammu and Kashmir, India, using a combination of primary and secondary sources, including seven in-depth semi-structured telephone interviews with pilgrims using the snowball sampling technique. Five main themes were found regarding revisiting intentions, including ease of registration, safety and security, health facilities, accommodation facilities, food and beverage services, and connectivity of the destinations. The study highlights that despite COVID-19, most respondents agree to return to visit the holy Amarnath Cave as they felt that they would not be affected by COVID-19 in the future. This research has implications for tourists' safety and security concerns at religious sites, including highlighting the need for proper infrastructure development to enhance the sustainability of religious destinations. Regarding social impacts, the local administration must make efforts to carry out the pilgrimage in a sustainable way post-COVID-19, following new procedures to ensure the safety and health of the tourist and the local community. The Shrine board and Local administration must formally implement these standards via formal Standards of Procedure (SOP). © 2022 International Journal of Religious Tourism and Pilgrimage.
ABSTRACT
We explored the definition of food safety in the coffee service business during the 2019 coronavirus disease (COVID-19) pandemic because consumer values and decision-making may have been affected by the pandemic. The food safety dimensions are freshness, quarantine, hygiene, and healthiness. We evaluated the effects of café food safety on both the consumer intention to revisit a café and their intention to switch to other cafés. We used the Amazon Mechanical Turk system for data collection. In total, 474 individuals responded to the survey questions. We used the statistical package for the social sciences (SPSS) ver. 20.0 and the analysis of moment structure (AMOS) ver. 21.0. We subjected the definition of café food safety to confirmatory factor analysis and then used structural equations to test the research hypotheses. The four dimensions adequately defined food safety. The results indicated that food safety positively influenced the intention to revisit, although it had no significant impact on the intention to switch cafés. Our findings will assist managers because we identify the implications of food safety for the coffee service business.
Subject(s)
COVID-19 , Intention , Humans , Pandemics/prevention & control , COVID-19/epidemiology , Coffee , Food SafetyABSTRACT
In the new normal era of the COVID-19 pandemic, homestay users are very concerned about security and safety. Risk management, especially operational risk management, plays an important role in mitigating the risk of homestay users. In this research, we determine the effect of operational risk management on the intention to revisit and the intention to recommend homestay users by using satisfaction as a mediating variable. The study was conducted using 198 respondents who have had repeated overnight experiences in homestays operating in the Dieng Plateau, Wonosobo, Central Java, Indonesia. Samples were taken using a multistage sampling technique. The research was carried out using an explanatory sequential design of mixed methods research. Data analysis was performed using Structural Equation Model with Smart PLS 3.0. The results state that operational risk management has a significant positive impact on homestay user satisfaction. Satisfaction has a significant positive impact on the intention to revisit and on the intention to recommend of homestay users. Furthermore, we also show that satisfaction has a significant positive role as a mediating variable from operational risk management on intention to revisit and intention to recommend of homestay users.