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All Journal International Journal of Economics, Business and Innovation Research
Rita Sarwala
Master of Management Program, Faculty of Economics and Business, University of Palangka Raya, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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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 Tiara Manggalita Wulandari; Lelo Sintani; Rita Sarwala
International Journal of Economics, Business and Innovation Research Vol. 5 No. 05 (2026): International Journal of Economics, Business and Innovation Research( IJEBIR)
Publisher : Cita konsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijebir.v5i05.6502

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
Co-Authors Lelo Sintani Tiara Manggalita Wulandari