IDEAS home Printed from https://ideas.repec.org/a/gam/jadmsc/v13y2023i3p85-d1096306.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2076-3387/13/3/85/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2076-3387/13/3/85/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Maupin, Julie, 2017. "The G20 countries should engage with blockchain technologies to build an inclusive, transparent, and accountable digital economy for all," Economics Discussion Papers 2017-48, Kiel Institute for the World Economy (IfW Kiel).
    2. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    3. Hackius, Niels & Petersen, Moritz, 2017. "Blockchain in logistics and supply chain: Trick or treat?," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Blecker, Thorsten & Ringle, Christian M. (ed.), Digitalization in Supply Chain Management and Logistics: Smart and Digital Solutions for an Industry 4.0 Environment. Proceedings of the Hamburg Inter, volume 23, pages 3-18, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    4. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    5. Ye Guo & Chen Liang, 2016. "Blockchain application and outlook in the banking industry," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 2(1), pages 1-12, December.
    6. A. G. Rekha & A. G. Resmi, 2021. "An Empirical Study of Blockchain Technology, Innovation, Service Quality and Firm Performance in the Banking Industry," Eurasian Studies in Business and Economics, in: Mehmet Huseyin Bilgin & Hakan Danis & Ender Demir & Sofia Vale (ed.), Eurasian Economic Perspectives, pages 75-89, Springer.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Joon-Seok Kim & Nina Shin, 2019. "The Impact of Blockchain Technology Application on Supply Chain Partnership and Performance," Sustainability, MDPI, vol. 11(21), pages 1-17, November.
    2. Kouhizadeh, Mahtab & Saberi, Sara & Sarkis, Joseph, 2021. "Blockchain technology and the sustainable supply chain: Theoretically exploring adoption barriers," International Journal of Production Economics, Elsevier, vol. 231(C).
    3. Huang, Lingyu & Zhou, Tingyuan, 2024. "How does blockchain technology enhance firm operation and cooperation?," International Review of Economics & Finance, Elsevier, vol. 92(C), pages 34-49.
    4. Zhu Yongjie, 2023. "Enterprise life cycle, financial technology and digital transformation of banks—Evidence from China," Australian Economic Papers, Wiley Blackwell, vol. 62(3), pages 486-500, September.
    5. Ilya Ivaninskiy & Irina Ivashkovskaya & Joseph A. McCahery, 2023. "Does digitalization mitigate or intensify the principal-agent conflict in a firm?," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 27(3), pages 695-725, September.
    6. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    7. Andoni, Merlinda & Robu, Valentin & Flynn, David & Abram, Simone & Geach, Dale & Jenkins, David & McCallum, Peter & Peacock, Andrew, 2019. "Blockchain technology in the energy sector: A systematic review of challenges and opportunities," Renewable and Sustainable Energy Reviews, Elsevier, vol. 100(C), pages 143-174.
    8. Toorajipour, Reza & Oghazi, Pejvak & Sohrabpour, Vahid & Patel, Pankaj C. & Mostaghel, Rana, 2022. "Block by block: A blockchain-based peer-to-peer business transaction for international trade," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    9. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    10. Karolus Karni Lando & Achmad Sudiro & Wahdiyat Moko & Nur Khusniyah Indrawati, 2024. "The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 160-179.
    11. repec:arp:tjssrr:2019:p:965-981 is not listed on IDEAS
    12. Mahmoona Khalil & Kausar Fiaz Khawaja & Muddassar Sarfraz, 2022. "The adoption of blockchain technology in the financial sector during the era of fourth industrial revolution: a moderated mediated model," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(4), pages 2435-2452, August.
    13. Rand Al-Dmour & Ola H. Alkhatib & Hani Al-Dmour & Eatedal Basheer Amin, 2023. "The Influence of Social Marketing Drives on Brand Loyalty via the Customer Satisfaction as a Mediating Factor in Travel and Tourism Offices," SAGE Open, , vol. 13(2), pages 21582440231, June.
    14. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
    15. Shuchih Ernest Chang & Hueimin Louis Luo & YiChian Chen, 2019. "Blockchain-Enabled Trade Finance Innovation: A Potential Paradigm Shift on Using Letter of Credit," Sustainability, MDPI, vol. 12(1), pages 1-16, December.
    16. Sachin Kumar Mangla & Yiğit Kazançoğlu & Abdullah Yıldızbaşı & Cihat Öztürk & Ahmet Çalık, 2022. "A conceptual framework for blockchain‐based sustainable supply chain and evaluating implementation barriers: A case of the tea supply chain," Business Strategy and the Environment, Wiley Blackwell, vol. 31(8), pages 3693-3716, December.
    17. Yu-Tse Lee & Jhan-Jia Lin & Jane Yung-Jen Hsu & Ja-Ling Wu, 2020. "A Time Bank System Design on the Basis of Hyperledger Fabric Blockchain," Future Internet, MDPI, vol. 12(5), pages 1-16, May.
    18. Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
    19. Ahmad Sohail Khan & Saima Majeed & Rizwan Shabbir, 2016. "Designing a Customer Retention Framework for Telecommunication Sector," Information Management and Business Review, AMH International, vol. 8(5), pages 48-60.
    20. Bindu K. Nambiar & Kartikeya Bolar, 2023. "Factors influencing customer preference of cardless technology over the card for cash withdrawals: an extended technology acceptance model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 58-73, March.
    21. Mahboubeh Faghih Mohammadi Jalali & Hanif Heidari, 2020. "Predicting changes in Bitcoin price using grey system theory," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-12, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jadmsc:v:13:y:2023:i:3:p:85-:d:1096306. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.