Impact of COVID-19 pandemic on hotel service quality and customer satisfaction / Laili Afliza Azis and Nur Hidayah Che Ahmat

• Main Authors: Azis, Laili Afliza, Che Ahmat, Nur Hidayah
• Format: Article
• Language: English
• Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2022
• Subjects: Consumer satisfaction; Hospitality industry. Hotels, clubs, restaurants, etc. Food service; Quality control
• Online Access: https://ir.uitm.edu.my/id/eprint/68342/1/68342.pdf; https://ir.uitm.edu.my/id/eprint/68342/; https://www.jthca.org/

The hotel industry is one of the hardest-hit industries by the COVID-19 pandemic. Since the outbreak started in December 2019, there have been massive cancellations of hotel reservations due to the global travel restrictions, resulting in billions of dollars in revenue losses. In Malaysia, various g...