Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment
This study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured questionn...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2023-03-01
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| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3387/13/3/85 |
| _version_ | 1797614130186682368 |
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| author | Rashed Al Karim Md Karim Rabiul Mahima Ishrat Pornpisanu Promsivapallop Sakia Kawser |
| author_facet | Rashed Al Karim Md Karim Rabiul Mahima Ishrat Pornpisanu Promsivapallop Sakia Kawser |
| author_sort | Rashed Al Karim |
| collection | DOAJ |
| description | This study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured questionnaire from 326 respondents who stayed in 4- and 5-star hotels in Chattogram and Cox’s Bazar. Respondents’ (N = 326) opinions were analyzed employing Smart PLS software. The results ensure that privacy and security and customer satisfaction mediate the blockchain-based mobile payment services and loyalty intention relationship. However, service quality does not mediate that relationship. The findings of the mediation effect of privacy and security and customer satisfaction are a unique contribution to the blockchain literature in the field of the hospitality industry. Hoteliers are encouraged to employ appropriate blockchain mobile payment services for better quality customer service and ensured safety and security, and in turn, loyalty intention. |
| first_indexed | 2024-03-11T07:05:28Z |
| format | Article |
| id | doaj.art-50f36faf75ba4fc2b4005152e9f159c7 |
| institution | Directory Open Access Journal |
| issn | 2076-3387 |
| language | English |
| last_indexed | 2024-03-11T07:05:28Z |
| publishDate | 2023-03-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Administrative Sciences |
| spelling | doaj.art-50f36faf75ba4fc2b4005152e9f159c72023-11-17T08:57:28ZengMDPI AGAdministrative Sciences2076-33872023-03-011338510.3390/admsci13030085Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation AssessmentRashed Al Karim0Md Karim Rabiul1Mahima Ishrat2Pornpisanu Promsivapallop3Sakia Kawser4School of Business Administration, East Delta University, Noman Society, Chittagong 4209, BangladeshFaculty of Hospitality and Tourism, Prince of Songkla University, Kathu, Phuket 83120, ThailandSchool of Business Administration, East Delta University, Noman Society, Chittagong 4209, BangladeshFaculty of Hospitality and Tourism, Prince of Songkla University, Kathu, Phuket 83120, ThailandSchool of Business Administration, East Delta University, Noman Society, Chittagong 4209, BangladeshThis study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured questionnaire from 326 respondents who stayed in 4- and 5-star hotels in Chattogram and Cox’s Bazar. Respondents’ (N = 326) opinions were analyzed employing Smart PLS software. The results ensure that privacy and security and customer satisfaction mediate the blockchain-based mobile payment services and loyalty intention relationship. However, service quality does not mediate that relationship. The findings of the mediation effect of privacy and security and customer satisfaction are a unique contribution to the blockchain literature in the field of the hospitality industry. Hoteliers are encouraged to employ appropriate blockchain mobile payment services for better quality customer service and ensured safety and security, and in turn, loyalty intention.https://www.mdpi.com/2076-3387/13/3/85blockchain mobile payment serviceservice qualityprivacy and securitycustomer satisfactionloyalty intention |
| spellingShingle | Rashed Al Karim Md Karim Rabiul Mahima Ishrat Pornpisanu Promsivapallop Sakia Kawser Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment Administrative Sciences blockchain mobile payment service service quality privacy and security customer satisfaction loyalty intention |
| title | Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment |
| title_full | Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment |
| title_fullStr | Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment |
| title_full_unstemmed | Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment |
| title_short | Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment |
| title_sort | can blockchain payment services influence customers loyalty intention in the hospitality industry a mediation assessment |
| topic | blockchain mobile payment service service quality privacy and security customer satisfaction loyalty intention |
| url | https://www.mdpi.com/2076-3387/13/3/85 |
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