Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction
Abstract
:1. Introduction
2. Literature Review
2.1. Customer Experience
- Customer Experience of Hotel-Service Environment and Sustainability
2.2. Theoretical Framework
3. Hypotheses
3.1. Social Experience and Loyalty
3.2. Cultural Experience and Loyalty
3.3. Customer Experience and Satisfaction and Loyalty
4. Methodology
4.1. Data Collection
- Sample and Sampling Procedure
4.2. Measurement
5. Results
5.1. Measurement-Model Assessment
5.2. Structural-Model Evaluation
5.2.1. Path Coefficient and Coefficient of Determination (R2)
5.2.2. Predictive Relevance (Q2), f2 Effect Size, and q2 Effect Size
5.3. Mediating Effect Analysis
6. Discussion and Implications
6.1. Findings
6.2. Implications and Discussion
6.3. Limitations and Suggestion for Future Studies
7. Conclusions
Supplementary Materials
Author Contributions
Funding
Acknowledgments
Conflicts of Interest
References
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Construct(s) | Standardize Loadings | Alpha | CR (>0.70) | AVE (>0.50) |
---|---|---|---|---|
Cultural Experience | 0.726 | 0.744 | 0.618 | |
CULEX1 | 0.706 | |||
CULEX2 | 0.789 | |||
CULEX3 | 0.795 | |||
Social Experience | 0.720 | 0.761 | 0.626 | |
SOCEX1 | 0.730 | |||
SOCEX2 | 0.696 | |||
SOCEX3 | 0.731 | |||
SOCEX4 | 0.728 | |||
SOCEX5 | 0.639 | |||
Customer Satisfaction | 0.785 | 0.739 | 0.587 | |
CUSSAT1 | 0.701 | |||
CUSSAT2 | 0.711 | |||
CUSSAT4 | 0.639 | |||
Customer Loyalty | 0.710 | 0.764 | 0.666 | |
CUSLOY1 | 0.712 | |||
CUSLOY2 | 0.790 | |||
CUSLOY3 | 0.807 |
Construct | Customer Loyalty | Customer Satisfaction | Cultural Experience | Social Experience |
---|---|---|---|---|
Customer Loyalty | 0.852 | - | ||
Customer Satisfaction | 0.821 | 0.818 | - | |
Cultural Experience | 0.628 | 0.637 | 0.783 | - |
Social Experience | 0.620 | 0.678 | 0.707 | 0.711 |
CUSLOY as Target Variable (DV) | CUSSAT as Target Variable (DV) | ||||
---|---|---|---|---|---|
Constructs | Tolerance (>0.2) | VIF (<5) | Constructs | Tolerance (>0.2) | VIF (<5) |
Cultural Experience | 0.362 | 2.9 | Social Experience | 0.539 | 1.826 |
Social Experience | 0.528 | 2.4 | Cultural Experience | 0.539 | 1.826 |
Customer Satisfaction | 0.472 | 1.7 | - |
Effects | Path | Path Coefficient | Indirect Effect | Standard Deviation | Total Effect | VAF | t Values | p-Value | Decision |
---|---|---|---|---|---|---|---|---|---|
Direct without mediator | CE → CL | 0.195 | Not applicable | 2.114 | 0.015 | Supported | |||
Indirect with mediator | CE →CL | 0.188 | Not applicable | 0.2863 | 21.18% | 2.299 | 0.012 | Supported | |
CE → CS | 0.149 | 0.1983 | 0.086252 | ||||||
CS →CL | 0.265 | ||||||||
Direct without mediator | SE → CL | 0.314 | Not applicable | 2.785 | 0.007 | Supported | |||
Indirect with mediator | SE → CL | 0.300 | Not applicable | 0.4978 | 61.3% | 5.289 | 0.003 | Supported | |
SE → CS | 0.503 | 0.4847 | 0.091635 | ||||||
CS → CL | 0.265 |
Constructs | Customer Loyalty | Customer Satisfaction | ||||
---|---|---|---|---|---|---|
Β | f2 | q2 | Β | f2 | q2 | |
Social experience | 0.314 | 0.02 | −0.004 | 0.503 | 0.041 | 0.015 |
Cultural experience | 0.195 | 0.013 | −0.005 | 0.149 | 0.171 | 0.06 |
Customer satisfaction | 0.265 | 1.19 | 0.4521 | - | - | - |
R2 and Q2 Values | ||||||
Endogenous LVs | R2 Value | Q2 Value | ||||
Customer Loyalty | 0.419 | 0.487 | ||||
Customer Satisfaction | 0.361 | 0.216 |
Mediating Effect | |||||
Path | Β | Std Error | t Statistics | p-Values | Decision |
CS → CL | 0.265 | 0.051 | 2.785 | 0.000 | Supported |
CE → CL | 0.195 | 0.062 | 2.114 | 0.337 | Supported |
CE → CS | 0.149 | 0.133 | 1.538 | 0.066 | |
SE → CL | 0.314 | 0.069 | 2.785 | 0.002 | Supported |
SE → CS | 0.503 | 0.027 | 5.854 | 0.001 | Supported |
Direct Effects | |||||
Path | Β | Std Error | t-Values | p-Values | Decision |
CE → CL | 0.195 | 0.117 | 2.114 | 0.036 | Supported |
SQ → CL | 0.314 | 0.105 | 2.782 | 0.008 | Supported |
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Ogunnaike, O.O.; Agada, S.A.; Ighomereho, O.S.; Borishade, T.T. Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction. Sustainability 2022, 14, 8789. https://doi.org/10.3390/su14148789
Ogunnaike OO, Agada SA, Ighomereho OS, Borishade TT. Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction. Sustainability. 2022; 14(14):8789. https://doi.org/10.3390/su14148789
Chicago/Turabian StyleOgunnaike, Olaleke Oluseye, Solomon Agada Agada, Ogheneochuko Salome Ighomereho, and Taiye Tairat Borishade. 2022. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction" Sustainability 14, no. 14: 8789. https://doi.org/10.3390/su14148789