International Journal of Economics, Business and Innovation Research
Vol. 5 No. 05 (2026): International Journal of Economics, Business and Innovation Research( IJEBIR)

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 (Master of Management Program, Faculty of Economics and Business, University of Palangka Raya, Indonesia)
Lelo Sintani (Master of Management Program, Faculty of Economics and Business, University of Palangka Raya, Indonesia)
Rita Sarwala (Master of Management Program, Faculty of Economics and Business, University of Palangka Raya, Indonesia)



Article Info

Publish Date
11 Sep 2026

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

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Journal Info

Abbrev

IJEBIR

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

International Journal of Economics, Business and Innovation Research (IJEBIR) is a high quality open access peer reviewed research journal. providing a platform for the researchers, academicians, professional, practitioners and students to impart and share knowledge in the form of high quality ...