A Study of Inbound Travelers Experience and Satisfaction at Quarantine Hotels in Indonesia during the COVID-19 Pandemic

Abstract

The tourism and hospitality sectors contribute significantly to the Indonesian economy. Meanwhile, COVID-19 affects these sectors. During the pandemic, the Indonesian government applied quarantine regulations at designated hotels to support its tourism industry. Since COVID-19 is becoming endemic and travel bans are being relaxed, hotel satisfaction becomes a crucial factor in quarantine hotels. If guests have a positive experience while staying at these hotels, they are likely to return for a staycation or vacation in the near future. The study examined 4856 reviews from Google reviews on 15 quarantine hotels in Indonesia. Following word frequency calculations in a matrix, UCINET 6.0 is used to analyze the network centrality and perform CONCOR analysis. The CONCOR analysis categorizes the review data into five categories. As quantitative analysis was performed, exploratory factor analysis was grouped into six variables: tangible, assurance, frontline, accommodation, quarantine, and location. As a result, tangible, assurance, and frontline negatively impacted guest satisfaction. Furthermore, three other variables: accommodation, quarantine, location, which have a positive influence, will lead to increased trust from inbound travelers. For managerial implication, results allow managers of quarantine hotels in Indonesia to focus more on improving tangible, assurance, and frontline factors.

Formation mechanism of the quarantine hotel booking intention of potential consumers

“…In qualitative Study 1, we found that potential consumers believed that hotel booking during COVID-19 would be influenced by hotel factors and individual factors. Potential consumers would favor QHs since such hotels fulfilled more CSR, which is consistent with the finding in previous studies ( Handani et al, 2022 ; Sun et al, 2022 ), further confirming the idea that hotels fulfilling their social responsibility during the pandemic will be recognized by consumers. Based on the findings of the qualitative study, we conducted Study 2 to examine the differences in QH BI and NH BI of potential consumers as well as the internal mechanisms.…”

“…In the face of the fear and uncertainty brought by COVID-19, consumers have become more concerned about the pandemic prevention and control measures hotels take to reduce health risks ( Sun et al, 2022 ). CSR initiatives can help hotels gain positive evaluation and recognition by consumers such as loyalty, public praise, and brand attachment ( Brown and Dacin, 1997 ; Sen and Bhattacharya, 2001 ; Lichtenstein et al, 2004 ; Marin et al, 2009 )Actively fulfilling social responsibility and improving sanitary conditions will contribute to CT, customer satisfaction and BI ( Rhou and Singal, 2020 ; Handani et al, 2022 ). When potential consumers perceive that QHs are actively fulfilling their social responsibility and believe that they can benefit from such CSR behaviors, they tend to act in a way that benefits the hotel, i.e., hotel BI.…”

“…In COVID-19 prevention and control practices, different hotels have engaged in the role of quarantine hotels to different extents. Some hotels provided quarantine services in an attempt to obtain government subsidies to compensate for economic losses during the pandemic and show their willingness to undertake social responsibility to win the recognition of potential consumers ( Handani et al, 2022 ). However, some hotel managers chose to abandon the quarantine business, which, in their opinion, would lead to additional labor costs arising from a cumbersome renovation process.…”

An Approach of the Big Data Analysis on Customer Satisfaction in Bali’s Luxury Hotels and Resorts Through Wellness Attributes

“…The data were collected using Outscraper which is an API tool to scrape data from the google maps [16]. Each review contains a set of information which includes hotel name, author's title, review text, and review rating (scale of [1][2][3][4][5].…”

Communicating cleanliness, health, safety, and environmental sustainability policy during Covid-19

“…As the policymakers, the government also can establish certain policies that support the recovery process of the tourism and hospitality industries. The Indonesian government has gradually made efforts to implement various policies to improve the ability to control and prevent Covid-19 and restore the tourism industry by implementing policies from largescale social restrictions (PSBB or PPKM), quarantine hotels for inbound travellers, and incentive regulations (Andariesta & Wasesa, 2022;Faeni et al, 2022;Handani et al, 2022), and CHSE as mentioned above.…”