Guest Satisfaction The Role of Digital and Contacless Service in the Post Covid 19 Era
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Date
2025
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Publisher
Taylor's University
Abstract
The COVID-19 pandemic has drastically altered the landscape of various sectors, including the hotel and hospitality industry. With the necessity for social distancing and the resultant increase in digital interactions, hospitality businesses have increasingly adopted digital and contactless service methods. In view of this, this study investigates the role of digital and contactless services in enhancing guest satisfaction in the post-COVID-19 era. It attempts to explore the extent to which these services have promoted guest satisfaction, the challenges encountered in their implementation, and the strategies employed to overcome these challenges. The study will make use of quantitative method with data to be collected from the representatives of the hotel guests in the hospitality sector using random sampling technique based on Israel (2012) sample size. A questionnaire of a 5-point Likert scale is used in this investigation. The data collected are analyzed with the aid of SPSS. The findings show that that satisfaction of guest was high in the post-covid-19 era and that digital service plays an enormous role in ensuring guest satisfaction.
Description
The sudden outbreak of coronavirus disease 2019 (herein after referred to as COVID-19) which emanated from the city of Wuhan in the People’s Republic of China has hitherto remained a major public health challenge for not only China but also for many countries globally [1]. The World Health Organization declared COVID-19 as a pandemic precisely on the 11th of March 2020 [2] because its spread was not only unprecedented whilst the pandemic lasted; its occurrence instigated several challenges cum various concerns amongst citizens around the world [3]. Public health policies geared towards mitigating the spread of COVID-19 were to a large extent premised on reducing human interaction [4]. To this end, [5] reported that people’s behavior changed during the lockdown by paying greater attention to social distancing.
Keywords
COVID-19 pandemic, Digital services, Contactless services, Guest satisfaction, Hospitality industry