The moderating impacts of COVID-19 fear on hotel service quality and tourist satisfaction: Evidence from a developing country

This study delves into the interconnectedness service quality (SQ) and tourist satisfaction (TS) within the tourism sector of a developing country such as Bangladesh. It takes into account the fluctuating levels of COVID-19 fear as a contributing factor to this dynamic. The research illuminates the critical role of COVID-19 fear in shaping guest satisfaction and how differing fear levels influence guest expectations and experiences. In this study, MGA and PLS-SEM was employed to assess 420 sets of tourist data collected from various hotels and restaurants in Bangladesh. Through this, the study identifies distinct service quality (SQ) dimensions that significantly impact tourist satisfaction (TS) across various COVID-19 fear categories. The findings underline the need for accommodation providers to tailor their services…