AN EMPIRICAL INVESTIGATION OF CHANGING CUSTOMER BEHAVIOR AND EXPECTATIONS IN THE TOURISM INDUSTRY - THE POST COVID SCENARIO
This paper presents the outcome of research conducted to evaluate the Post COVID-19 behavioural changes exhibited by customers towards tourism and travel, as well as focus on the deployment of enhanced hygiene and safety standards to ensure travelers’ well-being and confidence. The study provides a better understanding of the impact of shifting travel patterns on people's physical well-being and risk perception. A descriptive research design was adopted for the study. The data was collected using Google Forms from 494 participants. Statistical tests namely independent t-tests, chi-square tests, and ANOVA were used to analyze the data. The study examined how the COVID-19 pandemic has impacted a change in behavior among customers and it delved into customers' risk perceptions during travel, expectations for increased safety standards, and the resilience strategies required for the tourism and leisure industries to adapt and overcome challenges posed by the pandemic. The awareness of how these changes affect the mentality of travelers, stands important for devising new approaches to deal with the challenges.
Post COVID 19, Tourism industry, Travel risk, Customer behavior, Hospitality, Customer Expectations, and Pandemic.