Abstract
The global hospitality and tourism industry has been severely impacted by the spread of COVID-19 and large-scale travel restrictions. Due to the nature of the crisis of COVID-19, Hotel businesses in Indonesia need to adapting many new strategies in response to the evolving circumstances. This study presents a comparative coronavirus readiness strategy at International Chain Hotel and Local Hotel in Indonesia and their impacts on hotel guests’ trust and satisfaction. The study used quantitative approaches by using an online survey to obtain data from a total of 400 participants. The data were collected from respondents that have been stayed in both the International Chain hotel or Local Chain Hotel in Indonesia during pandemics. The data collected is analyzed using Structural Equation Modeling (SEM) with Smart PLS statistical software. The findings from this dataset show that both local and international hotel readiness had a significant effect on customer trust and satisfaction with COVID-19 readiness in the hotel industry.
Highlights
The COVID-19 outbreak has impacted the global hospitality and tourism industry
The survey was sent to people that have experienced staying at the hotel, either local or international chain during the pandemic
This study attempts to provide an empirical study concentrating on the hotel industry's efforts to generate customer satisfaction to acquire customer trust
Summary
The COVID-19 outbreak has impacted the global hospitality and tourism industry. The travel restrictions, government regulations, and tourists are more aware of a high level of risk when traveling for tourism purposes (Awan & Shamim, 2020). Both international chain and local chain hotels are attempting to maintain relationships with key constituencies while focusing on an organization's survival during a crisis. In response to the evolving COVID-19 crisis, the hospitality industry is implementing a many new strategies.
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