Service Quality in Tourism and Hospitality Industry and Tourist Destination Loyalty Post-COVID-19: The Role of Tourism Destination Image and Tourist Trust

Document Type : Original Article

Authors

1 High Institute for Tourism & Hotels,, 6th of October,, Tourism Studies Department, Giza, Egypt

2 Tourism and Travel Technology Program, Taibah University of Technology Tourism Studies Department, Higher Institute for Tourism and Hotels (E.G.O.T.H), Luxor City, Egypt

3 Hotel Studies Department, Higher Institute for Tourism and Hotels (E.G.O.T.H), Luxor City, Egypt

4 Hotel studies department,Faculty of tourism and hotel managementm, Suez canal University,Ismailia, Egypt

5 Tourism Studies Department, Higher Institute for Tourism and Hotels (6 October), 6 October City, Egypt

Abstract

Following the Covid-19 pandemic, research is being done to determine how the service quality in tourism and hospitality industry affects the loyalty of tourists to a given destination through the mediating role of tourism destination image and the moderating role of trust. Structural equation modelling was used to study and analyze the perceptions of 351 tourists visiting Luxor, Aswan, and Hurghada (Egypt) during June and August 2022. Hypotheses of the research were examined by SmartPLS-3.0. The empirical results of this study revealed that service quality in tourism and hospitality industry has a positive correlation with tourist destination loyalty after the Covid-19 pandemic. Tourism destination image significantly has mediated the relationship between service quality in tourism and hospitality industry and tourist destination loyalty. Trust has moderated the relationship between the previously mentioned variables. Lastly, Theoretical, and practical implications are included on how to apply the findings of this research to the tourism and hospitality industry

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