Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image

This study aims to discover the revisit intention behaviour of heritage hotel customers in Indonesia in order to provide insights and feedback for developing marketing, economic, and local cultural aspects of hotels. This study employed a quantitative approach using covariance-based structural equat...

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Published in:African Journal of Hospitality, Tourism and Leisure
Main Author: Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
Format: Article
Language:English
Published: Africa Journals 2023
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85183558687&doi=10.46222%2fajhtl.19770720.442&partnerID=40&md5=214320f2eedb52584b9e80e08bee2038
id 2-s2.0-85183558687
spelling 2-s2.0-85183558687
Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
2023
African Journal of Hospitality, Tourism and Leisure
12
4
10.46222/ajhtl.19770720.442
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85183558687&doi=10.46222%2fajhtl.19770720.442&partnerID=40&md5=214320f2eedb52584b9e80e08bee2038
This study aims to discover the revisit intention behaviour of heritage hotel customers in Indonesia in order to provide insights and feedback for developing marketing, economic, and local cultural aspects of hotels. This study employed a quantitative approach using covariance-based structural equation modelling (CB-SEM) to obtain a comprehensive understanding of the perspectives of heritage hotel customers in Indonesia. The findings indicate that consumer ethnocentrism has a significant impact on revisit intention and the image of heritage hotels in Indonesia. Indeed, customer experience also significantly impacts a hotel's image and revisit intention. The finding also indicates the role of hotel image in mediating ethnocentrism and revisit intention, as well as customer experience and revisit intention. The last finding shows the presence of serial mediation of customer experience and hotel image in the relationship between ethnocentrism and the revisit intention of heritage hotels in Indonesia. This study implies that the business and manager need to manage the hotel image and customer experience to revisit heritage hotels. © 2023 AJHTL /Author(s) | Open Access — Online @ www.ajhtl.com. All Rights Reserved.
Africa Journals
2223814X
English
Article

author Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
spellingShingle Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
author_facet Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
author_sort Dhewi T.S.; Narmaditya B.S.; Mukhlis I.; Ridzuan A.R.
title Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
title_short Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
title_full Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
title_fullStr Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
title_full_unstemmed Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
title_sort Ethnocentrism and Revisit Intention of Heritage Hotels in Indonesia: A Serial Mediation of Customer Experience and Hotel Image
publishDate 2023
container_title African Journal of Hospitality, Tourism and Leisure
container_volume 12
container_issue 4
doi_str_mv 10.46222/ajhtl.19770720.442
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85183558687&doi=10.46222%2fajhtl.19770720.442&partnerID=40&md5=214320f2eedb52584b9e80e08bee2038
description This study aims to discover the revisit intention behaviour of heritage hotel customers in Indonesia in order to provide insights and feedback for developing marketing, economic, and local cultural aspects of hotels. This study employed a quantitative approach using covariance-based structural equation modelling (CB-SEM) to obtain a comprehensive understanding of the perspectives of heritage hotel customers in Indonesia. The findings indicate that consumer ethnocentrism has a significant impact on revisit intention and the image of heritage hotels in Indonesia. Indeed, customer experience also significantly impacts a hotel's image and revisit intention. The finding also indicates the role of hotel image in mediating ethnocentrism and revisit intention, as well as customer experience and revisit intention. The last finding shows the presence of serial mediation of customer experience and hotel image in the relationship between ethnocentrism and the revisit intention of heritage hotels in Indonesia. This study implies that the business and manager need to manage the hotel image and customer experience to revisit heritage hotels. © 2023 AJHTL /Author(s) | Open Access — Online @ www.ajhtl.com. All Rights Reserved.
publisher Africa Journals
issn 2223814X
language English
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