Beyond the pandemic: effect of hotel’s perceived health safety service quality on revisit intentions

Amin, I ORCID: https://orcid.org/0009-0001-8012-4921, Mishra, A, Yousaf, A ORCID: https://orcid.org/0000-0002-5234-7474 and Ali, F, 2025. Beyond the pandemic: effect of hotel’s perceived health safety service quality on revisit intentions. Journal of Quality Assurance in Hospitality and Tourism. ISSN 1528-008X

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Abstract

This work examines the perception of safety of travelers during the recovery and post-recovery period of a pandemic. It measures the effect of a hotel’s perceived health safety service quality, referred to as PHS-SERVQUAL, on the hotel’s brand image of being safe, customer satisfaction, and revisit intention. Data from 856 respondents (phase I = 417; phase II = 439) were empirically validated with structural equation modeling using AMOS21. The study finds that perceived reliability, tangibles, and responsiveness strongly impact a hotel’s brand image of being safe, but perceived assurance and empathy do not. Next, apart from perceived tangibles, the rest of the dimensions significantly influence customer satisfaction. The hotel’s brand image of being safe was positively associated with customer satisfaction and customer revisit intention, with customer satisfaction affecting customer revisit intentions.

Item Type:	Journal article
Publication Title:	Journal of Quality Assurance in Hospitality and Tourism
Creators:	Amin, I., Mishra, A., Yousaf, A. and Ali, F.
Publisher:	Informa UK Limited
Date:	3 July 2025
ISSN:	1528-008X
Identifiers:	Number Type 10.1080/1528008x.2025.2528949 DOI 2497028 Other
Rights:	This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Quality Assurance in Hospitality and Tourism on 3 July 2025, available at: https://doi.org/10.1080/1528008X.2025.2528949
Divisions:	Schools > Nottingham Business School
Record created by:	Laura Borcherds
Date Added:	17 Sep 2025 11:00
Last Modified:	17 Sep 2025 11:00
URI:	https://irep.ntu.ac.uk/id/eprint/54350

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