Customer-Perceived Value in Creating Customer Satisfaction and Revisit Intention in Sharia Hotels

Abstract

The purpose of this study was to identify the relationship between Islamic service

quality, Muslim Customer Perceived Value (MCPV), customer satisfaction, and revisit

intention on sharia hotels in Bandung. A systematic random sampling was used to

draw sample of 255 customers. The hotel includes Orange Home Sharia, Sharia

Narapati Hotel, Cottage Daarul Jannah, Daarul Mutmainah, and MQ Guest House.

This research used Structural Equation Modeling to measure the variables of service

quality (Gayatri, 2013) and Muslims Customer Perceived Value (MCPV) (Eid and

Gohary, 2015) to measure the perceived value variables. Eleven hypotheses were

developed and tested using a sample of 255 Muslim tourists. Exploratory and

confirmatory factor analysis was used to test the validity of the measures, while the

structural equation modeling in hypotheses testing. The strength of the relationship

between the constructs indicates that features of the suggested MCPV model are crucial

to achieving Muslim customer retention in the tourism industry. Findings also suggest

that the availability of the suggested Islamic attributes value, along with conventional

value dimensions, could satisfy Muslim tourists when they buy a tourism package