This research addresses the effect of COVID-19 on the tourism industry in general and on Malaysia in particular. This research explores the impact that the COVID-19 crisis has had on the tourism and tourism industry and hospitality services trends. To achieve the purpose of this research, first, the article explores the impact of the COVID-19 crisis on the impacts of the tourism industry, behaviours, and experiences for societal inclusion, together with international tourism disruption caused by Covid-19. The article discusses the significant impacts and experiences of COVID-19 on selected tourism supply chain members in Malaysia. Then, this paper provides a quick assessment of the reported procedures of the three major tourism stakeholders in Malaysian tourism (i.e., tourism demand, supply, government, and policymakers). This article finally draws on observation and reflections about the evolution of social inclusion through new forms of creative and niche tourism, accelerated by the COVID-19 crisis. For better or worse, an overview of the COVID-19 tourism impacts and implications thus suggests mitigation strategies for tourism research. Despite the industry's resilience in response to previous crises, the sheer depth and breadth of COVID-19-related impacts on tourism and the economy means a quick recovery is unlikely.

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The reopening process has begun Covid-19, especially in the hotel operation. Therefore, the hotel industry must understand the need to influence customers' choices through advanced of information technology (IT). This study is intended to explore the effect of t e-service quality on customer engagement behaviors in Malaysian hotels. This study was analyzed via PLS-SEM with 247 respondents. The findings indicate that system availability significantly influences customer engagement behaviors, followed by efficiency, system availability, privacy/security, and fulfillment. Based on what this study found, Malaysian hotel service providers will be able to improve the quality of their e-services to get customers more involved.

The increasing demand for Muslim-friendly products and services has led hoteliers in Malaysia to provide more Muslim-friendly hotel (MFHs) services to fulfill Muslim tourists' needs. However, previous studies have shown that there is still a lack of conformity between MFHs and their guests, which harms MFHs' service performance. It is essential to expand the discussion on improving service performance in MFHs. The data of 390 MFH employees in Kuala Lumpur and Selangor had been gathered quantitatively, and the data were analyzed using structural equation modeling and partial least squares analysis. Keywords: Internal Measurement of Service Quality (INTQUAL); Employees’ Relation; Service Performance; Muslim Friendly Hotels. eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians/Africans/Arabians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v7i21.3679

Covid-19 has a significant impact on the hotel's operations. The reopening process has begun, especially on the hotel website. Therefore, the hotel industry must understand the need to influence customers' choices through advanced I.T. This study is intended to explore the effect of t e-service quality on customer engagement behaviors via the SEM method with the PLS estimation technique with 247 respondents. The findings indicate that system availability is the most significant influence influencing customer engagement behaviors, followed by system efficiency, system privacy/security, and system fulfillment. This finding will help the hotel's manager boost customer engagement. Keywords: e-service quality, customer engagement, hotel industry, website. eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA CE-Bs by e-International Publishing House, Ltd., U.K. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians/Africans/Arabians), and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v7i21.3748

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