Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel

Yan Lu; Fangyue Shi; Yuting Shen; Lingli Wang

doi:10.47297/taposatWSP2633-456929.20250604

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Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel

Volume 6, Issue 4

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Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel
Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel
School of Hospitality Administration, Zhejiang Yuexiu University, Shaoxing, Zhejiang, China
Vol. 6, Issue 4, Pages: 164-169(2025)
Published：22 April 2025
DOI：10.47297/taposatWSP2633-456929.20250604
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Lu Yan,Shi Fangyue,Shen Yuting,et al.Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel[J].Theory and Practice of Science and Technology,2025,06(04):164-169.
DOI：

Lu Yan,Shi Fangyue,Shen Yuting,et al.Research on the Impact of Customer Experience Value on Satisfaction in Mid-range Hotels: A Case Study of JI Hotel[J].Theory and Practice of Science and Technology,2025,06(04):164-169. DOI： 10.47297/taposatWSP2633-456929.20250604.

摘要

Abstract

With the advent of the experience economy era

an increasing number of consumers have begun to pay attention to the experience during the consumption process

especially in the hotel industry where homogenization is severe. Experience value

as a key factor of differentiated competition elements in the service industry

has rarely been deeply studied to explore its influence mechanism on satisfaction

especially in the mid-range hotel market. Therefore

this study takes the JI Hotel as an example and conducts an in-depth analysis of the relationship between experience value and customer satisfaction based on the S-R theory. This study collected data through a questionnaire survey. By analyzing 254 valid data using Smart-PLS software

the following conclusions were drawn: First

functional value

emotional value

and situational value have a positive and significant impact on satisfaction. Second

social value has a significant negative impact on satisfaction. Thirdly

economic value has no impact on satisfaction.Based on this conclusion

this study puts forward relevant suggestions for mid-range hotel managers

which have practical guiding significance for the high-quality development of the industry and academic value for the extended application of the "stimulation-response theory" and the customer satisfaction theory.

关键词

Keywords

references

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