Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value
Abstract
This study aims to examine the relationships among experience quality, hotel image, perceived value, and customer loyalty in the area of Indonesia boutique hotel industry. Partial least squares analysis was employed to analyze the data. Two hundred and five respondents participated in this study. The finding of this study contributes to both theoretical and practical standpoints. For theoretical perspective this study provided a comprehensive model explaining the relationships among experience quality, hotel image, perceived value, and customer loyalty in the setting of boutique hotel. For practical contribution, this study will be the guideline for boutique hotel managers in formulating market-oriented strategies to retain the customers based on the increase of customer experience quality, hotel image, and perceived value.
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Key factors that define human interactions in retail are trust, friendliness, professionalism, and respect.
“Key factors that define these interactions are trust, friendliness, professionalism, and respect (Hussein et al., 2018).”
From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Hussein et al., 2018
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Exploring the influence of flagship store experience and consumer interactions on purchase behaviour
Lourenco, C. E., Madeira, J. C., & Santos, V. M. (2025) · ReMark - Revista Brasileira de Marketing · doi:10.5585/2025.27409 · Cited by 1 · see citing works
- Authors
- Hussein, A. S., Hapsari, R. D. V., & Yulianti, I.
- Affiliations
- Department of Management, Faculty of Economics and Business, Universitas Brawijaya, Malang, Indonesia
- Department Agribusiness and Markets, Faculty of Agribusiness and Commerce, Lincoln University Canterbury, Christchurch, New Zealand
- Venue
- Journal of Quality Assurance in Hospitality & Tourism
- Publisher
- Informa UK Limited
- Published
- 2018-01-31
- Volume
- 19
- Issue
- 4
- Pages
- 442-459
- ISSN
- 1528-008X
- 1528-0098
- Cited by
- 71
- References
- 0
- Language
- en
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