Abstract:
1. Introduction
During the COVID-19 situation in 2020, the hotels were converted to
quarantine centers, which was a major transformation and a new
experience for the hospitality industry. The purpose of the study is to
identify the specific quality attributes related to the quarantine hotel
services and to evaluate customer/patient satisfaction.
2. Research Methodology
The sample unit was randomly chosen Covid patients who stayed at
quarantine centers in star-level hotels as per their employer arrangements
in the Western province. The sample size was 384, as per the Morgan table.
SERVQUAL model was the base model for developing the survey
questionnaire. The collected data was evaluated using SPSS, Factor analysis,
Correlation and regression analysis.
3. Findings and Discussion
There were five service quality dimensions identified: Medication and
patient care, Mental health and food supply, Hotel room arrangements and
services, Empathy with patients, and Communication and Personal care as
per the factor analysis. Among them, Medication and Patient Care, Mental
Health and Food supply, Hotel room arrangements and services and
Empathy for patients have shown a positive association with customer
satisfaction. Among them, the mental health and food supply had a 34%
positive impact on customer satisfaction.
4. Conclusion and Implications
The hoteliers can identify a special niche market as medical care need-
based guests, and the findings will be useful in designing the service quality
attributes for them. “Empathy” and patient care are identified as a specific
training area for hotel employees. Customized food and room settings,
incorporating new technology such as AI and robotic tools, may improve
the guest experience further.
