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The Influence of Customer Experience on Customer Engagement and Revisit Intention: Evidence from an Independent Budget Hotel

  • 1*,2 Universitas Pelita Harapan

* Corresponding Author: Gabriel Gradianto

Open Access
DOI
https://doi.org/10.59431/ijer.v6i3.963
Published
Pages
1558–1567

Issue

Vol. 6 No. 3 (2026)

Indonesian Journal Economic Review (IJER)
September

Abstract

Although hospitality research has expanded considerably, limited attention has been given to the relationships between customer experience, customer engagement, and revisit intention in independent budget hotels. This study examines the direct relationships among customer experience, customer engagement, and revisit intention among guests of PLC Hotel, an independent budget hotel in Bitung, Indonesia. A quantitative approach was employed using a survey conducted in June 2026. Through purposive sampling, 250 valid questionnaires were collected and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that customer experience positively affects customer engagement (β = 0.808; t-value = 15.362) and revisit intention (β = 0.399; t-value = 3.303). Customer engagement also has a significant positive effect on revisit intention (β = 0.427; t-value = 4.197). The findings indicate that both customer experience and customer engagement are directly associated with customers’ intention to revisit the hotel. Customer experience also has a strong positive relationship with customer engagement, suggesting that more positive experiences are associated with higher levels of customer engagement. The study provides empirical evidence from independent budget hotels, where customer relationships may be developed through personalized service alongside available hotel facilities. The findings also provide practical guidance for hotel managers seeking to encourage repeat visits by improving customer experiences and strengthening customer engagement.

Keywords

Customer Experience Customer Engagement Revisit Intention Hospitality Budget Hotel PLS-SEM

How to Cite

Gradianto, G., & Bernarto, I. (2026). The Influence of Customer Experience on Customer Engagement and Revisit Intention: Evidence from an Independent Budget Hotel. Indonesian Journal Economic Review (IJER), 6(3), 1558–1567. https://doi.org/10.59431/ijer.v6i3.963

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Author Biographies

  • Gabriel Gradianto, Universitas Pelita Harapan

    Doctor In Research Management Study Program, Faculty of Economics and Business, Universitas Pelita Harapan, Tangerang Regency, Banten, Indonesia.

  • Innocentius Bernarto, Universitas Pelita Harapan

    Doctor In Research Management Study Program, Faculty of Economics and Business, Universitas Pelita Harapan, Tangerang Regency, Banten, Indonesia.

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Copyright (c) 2026 Gabriel Gradianto, Innocentius Bernarto

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