Structural Examination of Hedonic and Functional Satisfaction in Hotels: The Role of Aesthetics, Uniqueness, Haptics, and Social Media Reputation

Abstract

Consumers' preferences for visually immersive, shareable experiences are increasingly shaping the hospitality industry, especially in Instagrammable hotels. This study examines how visual aesthetics, haptic sensations, and social media reputation influence revisit intention through the sequential mediating roles of hedonic and functional satisfaction. Based on the Hedonic Motivation Theory, this study uses Partial Least Squares Structural Equation Modelling (SEM-PLS) to analyse data from 351 Indonesian hotel guests staying in Instagrammable hotels. The results reveal that hedonic and functional satisfaction significantly mediate the effects of sensory and social media factors on revisit intention. Notably, social media reputation emerged as the most potent predictor, highlighting the critical role of digital impressions in shaping guest loyalty. From a managerial perspective, the findings suggest that hotel operators should invest in appealing design elements and tactile experiences and maintain consistency between online branding and on-site delivery to enhance guest satisfaction. This study contributes to the tourism literature by proposing and validating a dual-layered mediation model that demonstrates how emotional engagement transitions into practical evaluation and ultimately shapes revisit intentions in visually oriented hospitality settings. It also provides actionable strategies to enhance the aesthetic and functional aspects of hotel service design.