The Impact of the COVID-19 Pandemic

Abstract

The purpose of the study is to explore the role of service quality in reviving the United Arab Emirates hospitality sector post COVID-19 pandemic. Various factors contribute to the success of the hospitality industry in UAE; some of them are strategic location, leisure facilities, and business-friendly policies. Nevertheless, the COVID-19 pandemic has impacted the hospitality industry all over the world. Therefore, it is necessary to find ways to revive the hospitality sector during and post pandemic. Thus, the findings of this research give insight into customer preference and expectations as well as the need to invest and implement technology to deliver exceptional service. Therefore, it emphasizes that organizations operating in the hospitality sector should understand the customer needs, develop appropriate strategies, and invest in technology. Specifically, this research stresses that service quality dimensions improve customer satisfaction, enhances customer loyalty, and regain trust with consumers.