This study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured questionnaire from 326 respondents who stayed in 4- and 5-star hotels in Chattogram and Cox’s Bazar. Respondents’ (N = 326) opinions were analyzed employing Smart PLS software. The results ensure that privacy and security and customer satisfaction mediate the blockchain-based mobile payment services and loyalty intention relationship. However, service quality does not mediate that relationship. The findings of the mediation effect of privacy and security and customer satisfaction are a unique contribution to the blockchain literature in the field of the hospitality industry. Hoteliers are encouraged to employ appropriate blockchain mobile payment services for better quality customer service and ensured safety and security, and in turn, loyalty intention.

Blockchain technology has recently emerged as a contentious issue in academics and industry. Financial institutions have responded immediately to the adoption of blockchain technology. The remarkable features of this technology, such as high security, dependability, and efficiency, have made it extremely popular in the financial sector. However, the hospitality and tourism industries are blissfully unaware of this new blockchain technology and its exceptional services. Furthermore, the notion of blockchain is still foggy and poorly understood, and information on the level of knowledge and application of blockchain in the hospitality industry is very few. This research thus aims to highlight the blockchain's standard features, advantages, and applications in the hospitality industry. This study has been carried out based on secondary data sources. Specifically, journal articles, book chapters, organisational publications, website materials, and other sources have been used for data and information generation. To better operational efficiency and revenue generation and improve privacy and security, the study examines the consequences and several advantages of blockchain technology using secondary sources. The study contributes to a comprehensive understanding of blockchain technology and the benefits and diverse uses of blockchain technology in the hospitality industry.