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 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.

Automated summary

This study explores the impact of blockchain mobile payment services on customer loyalty intention in the hospitality industry in Bangladesh. The mediating role of service quality, privacy and security, and customer satisfaction was examined. Data was collected via a survey and analyzed using Smart PLS software. The results suggest that privacy and security, as well as customer satisfaction, mediate the relationship between blockchain-based mobile payment services and loyalty intention, while service quality does not. The findings contribute to the blockchain literature in the hospitality industry and emphasize the importance of employing appropriate blockchain mobile payment services for enhanced customer service and loyalty.