Customers’ Perception of the Risks Associated with the COVID-19 Pandemic in the Romanian Hospitality Industry

Abstract

The purpose of this study is to analyse consumers' perceptions of the risks associated with the COVID-19 pandemic in the Romanian hospitality industry. To this end, a quantitative research was conducted using an online survey, based on a questionnaire with a number of 12 questions, administered to customers of units in the hospitality industry (hotels, restaurants, cafes). A total of 292 respondents (103 men and 189 women) answered all questions. Four working hypotheses were formulated. It was concluded that the extent of the safety measures taken by the units in the Romanian hospitality industry had a positive impact on customers. The perception of the measures is a positive one and the customers do not feel any fear or significant threat regarding the possibility of infection with the SARS-CoV-2 virus in these units. The risk perceived by customers, in various forms, is not an obstacle in blocking the demand and development of the hospitality industry. The study helps to broaden the understanding of the behavioural effects of clients during a pandemic and it is good to know this behaviour of customers in another unpredictable scenario of the evolution of the spread of COVID-19 disease. The study conducted in Romania can be used as a benchmark for other countries and researchers.