EVALUATION OF PRECAUTIONARY MEASURES TAKEN FOR COVID-19 IN THE HOSPITALITY INDUSTRY DURING PANDEMIC


Davras Ö. , Durğun S.

JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, vol.23, no.4, pp.960-982, 2022 (Journal Indexed in ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 23 Issue: 4
  • Publication Date: 2022
  • Doi Number: 10.1080/1528008x.2021.1932013
  • Title of Journal : JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM
  • Page Numbers: pp.960-982
  • Keywords: COVID-19, pandemic, measures of pandemic, hospitality businesses, online reviews, tripadvisor, USER-GENERATED CONTENT, WORD-OF-MOUTH, SOCIAL MEDIA USE, ONLINE REVIEWS, TOURISM RESEARCH, SERVICE QUALITY, HOTEL INDUSTRY, INFORMATION, BEHAVIOR, SEARCH

Abstract

The precautionary measures taken against COVID-19 in hotel businesses are important in terms of providing the perception of safe tourism to tourists during the pandemic. Thus, this study aims to determine the dimensional structure of the precautionary measures taken against the pandemic in hotel businesses, and to understand if these measures contribute to tourists' satisfaction and their dissatisfaction. In this context, through content analysis 1418 online reviews were examined on TripAdvisor between June and August 2020. Ten main categories and twenty eight subcategories were determined as a result of the analysis. While the safety perceptions of tourists regarding the measures taken were high in Disinfection and Hygiene, Temperature Measurement, it was observed that it was low in Social Distance and Mask Usage. The study offers clear theoretical and managerial implications for tourism literature and hotelier.