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All Journal Buletin Udayana Mengabdi Assets : Jurnal Ekonomi, Manajemen dan Akuntansi JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam) YUME : Journal of Management Jurnal Mantik Al-Kharaj: Journal of Islamic Economic and Business ATRABIS: Jurnal Administrasi Bisnis (e-Journal) ABDI MOESTOPO: Jurnal Pengabdian pada Masyarakat Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat ASEAN Marketing Journal International Journal of Applied Business and International Management Jurnal Lentera Pengabdian Southeast Asian Journal of Management and Research ISCO Strata Business Review Joong-Ki Strata International Journal of Social Issues Multidiscience: Journal of Multidisciplinary Science Joong-Ki
Arif, Nina Fapari
UPN Veteran Yogyakarta
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Strata International Journal of Social Issues

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The Impact of Website Quality on Brand Loyalty: The Mediating Role of Customer Engagement Behavior Ginanjar, Dudung; Astuti, Widhy Tri; Arif, Nina Fapari
Strata International Journal of Social Issues Vol. 2 No. 2 (2025): August
Publisher : CV. Strata Persada Academia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59631/sijosi.v2i2.402

Abstract

In the digital transformation era, website quality has become a key strategic element in enhancing customer experiences and fostering brand loyalty, particularly within the hospitality sector. This study investigates the impact of website quality on brand loyalty, with customer engagement behavior acting as a mediating variable. Drawing on empirical data from guests of Merapi Merbabu Hotel Yogyakarta, the research employs a quantitative, hypothesis-driven approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze relationships among key constructs: website quality, customer engagement behavior, and brand loyalty. The findings reveal that website quality has a significant direct effect on brand loyalty, and also positively influences customer engagement behavior, which in turn mediates the relationship between website quality and brand loyalty. This highlights the pivotal role of digital customer engagement in translating website excellence into long-term brand loyalty. The study provides both theoretical and practical implications, emphasizing the necessity for hotel management to continuously improve digital interface quality and foster interactive online experiences. These strategies are vital for strengthening emotional connections with customers and ensuring sustainable competitive advantage in the hospitality industry.
Co-Authors Alda Novitasari Andi Harmoko Arifin Arwin Yafi Rahmatullah Asmeati Asmeati Asri Sekar Mawar Firdausi Asri Sekar Mawar Firdausi Asrul Nur Budi Purnomo Saputro budi purnomo saputro Dwi Lestari Eka Muzalfitri Ridwan Fathi Habibatur Rahman Fathi Habibatur Rahman Firdausi, Asri Sekar Mawar Ginanjar, Dudung Hafidh Rifky Adiyatna Hamidah, Diana Rofi Hardiana, Shely Rizki Ichsanudin, Muhammad Imam Prabowo, Imam Jayanti, Ansri M. Chothibul Umam Assa’ady Mawar Firdausi , Asri Sekar Meirani Harsasi Nurmadhani Fitri Suyuthi Pradipa, Raditya Khayru Pranoto, Aditya Wahyu Primasari, Naresthi Rifani, Siti Khusnul Sanusi, Nina Utami Setyani, Atik Shely Rizki Hardiana Shely Rizki Hardiana Sinta Putri Anggraini Siti Khusnul Rifani Sultan Tahang Tahang Tamrin, Andi Febriana Tantrianita, Rikma Tasrim, Tasrim Tri Wahyuningsih Widhy Tri Astuti Wijaya, Riko Setya Wisnalmawati Wisnalmawati Yoga Religia Yusriani Yusuf