Assessing Water and Sanitation Service Quality at Pilgrimage Sites After COVID-19

Abstract

This empirical investigation focuses on assessing the quality of water and sanitation services provided by hotels located on pilgrimage sites, especially after the COVID-19 pandemic. The study examines the factors that contribute to customers' perception of service quality and the associated hygiene practices implemented by the hotels. Data were collected through personal interaction using the SERVQUAL questionnaire which measures service quality in accordance with five dimensions. It highlights the importance of improving the tangibility of service and increasing empathy between hotel staff and guests, especially in the post-COVID-19 era. The study suggests recommendations for improving the quality of hospitality services and increasing tourist satisfaction. Overall, the study highlights the importance of providing high-quality water and sanitation services at pilgrimage sites, especially in the current context of the pandemic, to ensure that tourists have a positive experience and feel confident in using these facilities.