Influencing factors in customers’ intention to re-visit resort hotels: The roles of customer experience management and customer value

Abstract

Tourism is one of the sectors that contribute to a country’s economy. Creative tourist activities form part of the strategy to increase public interest in this industry. The tourism sector is related to the hospitality industry, whose expansion cannot be separated from its development and vice versa. The hospitality industry’s rapid development has resulted in competitive rivalry between hotels over attracting customers to stay and use their facilities. This study aims to identify factors that influence the increase in hotel customers’ intention tore-visit by exploring customer experience management and customer value. The research focus is a themed resort hotel with distinctive characteristics. The sampling technique used a non-probability variety involving use of an accidental sampling approach. A total of 500 respondents participated in the questionnaire exercise. This study used a quantitative method employing Structural Equation Modeling (SEM) analysis techniques to test the hypothesis with Lisrel 8.8 used as the data processing tool. The findings of the research indicate that customer experience management exerts a significant influence on re-visit intention through customer value. The article’s later sections discuss recommendations, implications, and suggestions for future research.