Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value

Abstract

This study aims to examine the relationships among experience quality, hotel image, perceived value, and customer loyalty in the area of Indonesia boutique hotel industry. Partial least squares analysis was employed to analyze the data. Two hundred and five respondents participated in this study. The finding of this study contributes to both theoretical and practical standpoints. For theoretical perspective this study provided a comprehensive model explaining the relationships among experience quality, hotel image, perceived value, and customer loyalty in the setting of boutique hotel. For practical contribution, this study will be the guideline for boutique hotel managers in formulating market-oriented strategies to retain the customers based on the increase of customer experience quality, hotel image, and perceived value.