The Influence of Customer Experience Quality and Perceived Value on Emotional Attachment with Repurchase Intention as a Mediating Variable at Hotel Putra Kahayan, Palangka Raya City
Keywords:
Customer Experience Quality, Perceived Value, Emotional Attachment, Repurchase Intention, PLS-SEM, Hospitality Industry.
Abstract
This study aims to analyze and examine the influence of Customer Experience Quality (CEQ) and Perceived Value (PV) on Emotional Attachment (EA) with Repurchase Intention (RI) as a mediating variable among loyal guests of Hotel Putra Kahayan in Palangka Raya City. The study employed a quantitative approach with an explanatory, cross-sectional design. Data were collected through a Likert-scale (1-5) questionnaire administered to 100 respondents selected using purposive sampling based on the Slovin formula. The research instrument consisted of 100 items measuring four main constructs: CEQ (25 items, 4 dimensions: Product Experience, Outcome Focus, Moments of Truth, Peace of Mind), PV (25 items, 4 dimensions: Functional Value, Emotional Value, Social Value, Economic Value), RI (25 items, 4 dimensions: Intention to Return, Word of Mouth, Willingness to Pay Premium, Resistance to Alternatives), and EA (25 items, 4 dimensions: Affection, Connection, Passion, Self-Connection). Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results show that CEQ and PV have a positive and significant effect on RI; RI has a positive and significant effect on EA; and RI partially mediates the effect of CEQ on EA and the effect of PV on EA. The research model explains 57.6% of the variance in RI and 70.0% of the variance in EA. These findings confirm that enhancing the quality of guest experience and perceived value, converted into consistent repurchase intention, constitutes a strategic pathway for building guests' emotional attachment to local, regional hotels
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Silva, E. A. D. C. E., Hartanto, J. A., & Iskandar, V. (2022). The effect of customer perceived value on guest loyalty at 4- and 5-star hotels in Surabaya with customer satisfaction as a mediator. Jurnal Manajemen Perhotelan, 8(1), 42-49.
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Thomson, M., MacInnis, D. J., & Park, C. W. (2005). The ties that bind: Measuring the strength of consumers' emotional attachments to brands. Journal of Consumer Psychology, 15(1), 77-91.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
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Badan Pusat Statistik. (2024). Statistics of hotels and other accommodations in Indonesia 2023. Jakarta: BPS Indonesia.
Bowlby, J. (1969). Attachment and loss: Vol. 1. Attachment. New York: Basic Books.
Buhalis, D., & Volchek, K. (2021). Bridging marketing theory and big data analytics: The taxonomy of marketing attribution. International Journal of Information Management, 56, 102253.
Diallo, M. F., Chandon, J. L., Cliquet, G., & Philippe, J. (2021). Factors influencing consumer behaviour towards store brands: Evidence from the French market. International Journal of Retail & Distribution Management, 49(3), 345-365.
Drennan, J., Bianchi, C., Cacho-Elizondo, S., Louriero, S., Guibert, N., & Proud, W. (2015). Examining the role of wine brand love on brand loyalty: A multi-country comparison. International Journal of Hospitality Management, 49, 47-55.
El-Adly, M. I., & Eid, R. (2023). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 73, 103307.
Fornell, C., & Cha, J. (1994). Partial least squares. In R. P. Bagozzi (Ed.), Advanced methods of marketing research (pp. 52-78). Cambridge, MA: Blackwell.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gallarza, M. G., Arteaga-Moreno, F., Del Chiappa, G., & Gil-Saura, I. (2020). Intrinsic value dimensions and the value-satisfaction-loyalty chain: A causal model for services. Journal of Services Marketing, 34(3), 293-310.
Hair, J. F., Astrachan, C. B., Moisescu, O. I., Radomir, L., Sarstedt, M., Vaithilingam, S., & Ringle, C. M. (2021). Executing and interpreting applications of PLS-SEM: Updates for family business researchers. Journal of Family Business Strategy, 12(3), 100392.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Thousand Oaks, CA: Sage Publications.
Han, H., Al-Ansi, A., Chi, X., Baek, H., & Lee, K. S. (2020). Impact of environmental CSR, service quality, emotional attachment, and price perception on word-of-mouth for full-service airlines. Sustainability, 12(10), 3974.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Jiang, Y., Balaji, M. S., & Jha, S. (2022). Together we tango: Value co-creation and co-destruction in travel services. International Journal of Contemporary Hospitality Management, 34(5), 1666-1690.
Kim, M., Vogt, C. A., & Knutson, B. J. (2022). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 46(2), 397-421.
Klaus, P., & Maklan, S. (2023). Customer experience quality: An exploration of its antecedents and consequences using partial least squares structural equation modeling. Journal of Service Research, 26(1), 38-54.
Kumar, V., & Reinartz, W. (2023). Customer relationship management: Concept, strategy, and tools (4th ed.). Berlin: Springer-Verlag.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.
Mursil, F. S. (2025). Place attachment in hotel "X" lobbies and its relationship to revisit intention based on millennial generation preferences. Nalars, 24(1), 79-90.
Nugroho, A. A., & Paramita, E. L. (2022). The effect of service quality and customer satisfaction on customer loyalty at star-rated hotels in Jakarta. Jurnal Manajemen Perhotelan, 8(1), 45-62.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
Qiu, X., Hao, F., Kong, H., Wang, K., Liu, S., & Liu, J. (2025). Exploring the drivers of customer experience quality in smart hotels: A content and fsQCA approach. Journal of China Tourism Research, 1-26.
Rahayu, S., Setiawan, M., & Irawanto, D. W. (2021). Customer experience on customer loyalty: A study in the hotel industry. Journal of Asian Finance, Economics and Business, 8(5), 843-854.
Rather, R. A. (2020). Customer experience and engagement in tourism destinations: The experiential marketing perspective. Journal of Travel & Tourism Marketing, 37(1), 15-32.
Ringle, C. M., Wende, S., & Becker, J. M. (2022). SmartPLS 4. Oachenburg, Germany: SmartPLS GmbH.
Roy, S. K., Singh, G., & Ferraris, A. (2021). The role of customer engagement in building a resilient brand experience. European Journal of Marketing, 55(11), 2753-2781.
Sari, M., Rachman, H., Astuti, N. J., Afgani, M. W., & Abdullah, R. (2022). Explanatory survey in quantitative descriptive research methods. Metode, 1.
Schmitt, B. H. (1999). Experiential marketing: How to get customers to sense, feel, think, act, and relate to your company and brands. New York: Free Press.
Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117, 312-321.
Silva, E. A. D. C. E., Hartanto, J. A., & Iskandar, V. (2022). The effect of customer perceived value on guest loyalty at 4- and 5-star hotels in Surabaya with customer satisfaction as a mediator. Jurnal Manajemen Perhotelan, 8(1), 42-49.
Sugiyono. (2020). Quantitative, qualitative, and R&D research methods. Bandung: Alfabeta.
Suryani, E., Widodo, S. T., & Anggadwita, G. (2020). The effect of customer experience quality on customer loyalty through customer satisfaction at star-rated hotels in Bali. Jurnal Manajemen dan Kewirausahaan, 22(2), 118-129.
Thomson, M., MacInnis, D. J., & Park, C. W. (2005). The ties that bind: Measuring the strength of consumers' emotional attachments to brands. Journal of Consumer Psychology, 15(1), 77-91.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
World Travel & Tourism Council. (2024). Economic impact reports 2024. Retrieved from https://wttc.org/research/economic-impact
Published
2026-09-11
How to Cite
Wulandari, T. M., Sintani, L., & Sarwala, R. (2026). The Influence of Customer Experience Quality and Perceived Value on Emotional Attachment with Repurchase Intention as a Mediating Variable at Hotel Putra Kahayan, Palangka Raya City. International Journal of Economics, Business and Innovation Research, 5(05), 3799-3819. https://doi.org/10.63922/ijebir.v5i05.6502
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