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All Journal Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services
Adi, Antonius
Universitas Agung Podomoro
Education Languange, Linguistic, Communication & Media Other

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Creating Memorable Stays: How Customer Experience Drives Delight In The Hotel Sector Adi, Antonius
Journal FAME: Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services Vol 8, No 1 (2025): JOURNAL FAME Journal Food and Beverage, Product and Services, Accommodation Indu
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/fame.v8i1.8669

Abstract

In the increasingly competitive hospitality industry, customer experience has become a strategic element in building competitive advantage. This study aims to examine the effect of customer experience on customer delight, a condition in which customers feel satisfaction that exceeds their expectations. A quantitative approach was employed using a causal research design and data were collected through a survey of 100 guests at 3- to 5-star hotels in Indonesia. Data analysis was conducted using Structural Equation Modeling with SmartPLS 4. The results indicate that customer experience has a positive and significant effect on customer delight. These findings suggest that customer experience significantly and positively influences customer delight. This study provides theoretical contributions by strengthening the relationship between experience and delight in the service context and offers practical implications for hotel managers in designing services that prioritize customer experience.
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