Re-assessing hotel room performance before and during the pandemic

Abstract

This study aimed to re-assess customers’ reactions to hotel room amenities over the pandemic. We compared the importance of room amenities between the pre-pandemic and pandemic periods, and examined the relative role of hedonic and functional amenities on customer satisfaction, which subsequently affects behavioral intentions. Based on the quantitative data analytics, this study confirmed that in-room amenities have become more salient components for today's customers: particularly protective measures, safety tools, and recreational goods. In addition, this study determined how each facet of the in-room amenities exerted an influence on customer satisfaction, and subsequently on behavioral intentions. This empirical evidence generated several implications for academia and practitioners.