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Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment

Author

Listed:
  • Rashed Al Karim

    (School of Business Administration, East Delta University, Noman Society, Chittagong 4209, Bangladesh)

  • Md Karim Rabiul

    (Faculty of Hospitality and Tourism, Prince of Songkla University, Kathu, Phuket 83120, Thailand)

  • Mahima Ishrat

    (School of Business Administration, East Delta University, Noman Society, Chittagong 4209, Bangladesh)

  • Pornpisanu Promsivapallop

    (Faculty of Hospitality and Tourism, Prince of Songkla University, Kathu, Phuket 83120, Thailand)

  • Sakia Kawser

    (School of Business Administration, East Delta University, Noman Society, Chittagong 4209, Bangladesh)

Abstract

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.

Suggested Citation

  • Rashed Al Karim & Md Karim Rabiul & Mahima Ishrat & Pornpisanu Promsivapallop & Sakia Kawser, 2023. "Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment," Administrative Sciences, MDPI, vol. 13(3), pages 1-17, March.
    • Handle: RePEc:gam:jadmsc:v:13:y:2023:i:3:p:85-:d:1096306
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    References listed on IDEAS

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    Cited by:

    1. Tenzin Norbu & Joo Yeon Park & Kok Wai Wong & Hui Cui, 2024. "Factors Affecting Trust and Acceptance for Blockchain Adoption in Digital Payment Systems: A Systematic Review," Future Internet, MDPI, vol. 16(3), pages 1-21, March.
    2. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
    3. Ankit Dhiraj & Sanjeev Kumar & Divya Rani & Simon Grima & Kiran Sood, 2023. "Blockchain Payment Services in the Hospitality Sector: The Mediating Role of Data Security on Utilisation Efficiency of the Customer," Data, MDPI, vol. 8(8), pages 1-14, July.

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