Pengaruh Perceived Value Terhadap Revisit Intention dengan Customer Satisfaction dan Customer Trust Sebagai Variabel Mediasi Pada Restoran Hotel Bintang 5 di Surabaya
DOI:
https://doi.org/10.35870/jemsi.v11i4.4266Keywords:
Perceived Value, Customer Satisfaction, Customer Trust, Revisit Intention, Hotel Restaurant, Post-Pandemic BehaviorAbstract
The hospitality industry experienced significant impacts due to the COVID-19 pandemic, which led to changes in guest behavior and perceptions regarding hotel services, including those offered by five-star hotel restaurants. These changes necessitate a renewed understanding of the factors influencing customer behavior, particularly in terms of revisit intention. With customer satisfaction and customer trust as mediating variables, this study aims to analyze the influence of perceived value on revisit intention in five-star hotel restaurants in Surabaya. This research adopts a quantitative explanatory approach by distributing questionnaires to 182 respondents, with data analyzed using SmartPLS. The findings reveal that perceived value does not directly affect revisit intention but significantly influences customer satisfaction and customer trust. Furthermore, customer satisfaction is proven to mediate the relationship between perceived value and revisit intention, whereas customer trust has neither a direct effect nor a mediating role in this relationship. These findings underscore that customer satisfaction plays a pivotal role in shaping revisit intention, while trust contributes more significantly to long-term customer loyalty.
Downloads
References
Abdullah, O., Sufi, T., & Kumar, S. (2022). Service quality and its influence on customer satisfaction and customer loyalty in the restaurants of five-star hotels. African Journal of Hospitality, Tourism and Leisure, 11(6), 2173–2189. https://doi.org/10.46222/ajhtl.19770720.349.
Anggraini, V., Sadat, A. M., & Monoarfa, T. A. (2023). The effect of perceived value and tourist experience on revisit intention through customer satisfaction as mediation variables in tourism village. International Journal of Current Economics & Business Ventures, 1(3).
Bernarto, I., & Patricia. (2019). Pengaruh perceived value, customer satisfaction dan trust terhadap customer loyalty (studi pada restoran XYZ di Tangerang). Jurnal Bisnis dan Manajemen.
Chaudhuri, A., & Holbrook, M. B. (2001). The role of brand loyalty: The chain of effects from brand trust and brand affect to brand performance. Journal of Marketing, 65.
Chotimah, S., & Wahyudi, H. D. (2019). Pengaruh perceived value terhadap revisit intention: Mediasi customer satisfaction pada pengunjung Jawa Timur Park I Batu.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007.
Faturohman, F., Rifin, A., & Djohar, S. (2019). Arsitektur strategik perusahaan jasa hospitality (studi kasus PT Angkasa Pura Hotel). Jurnal Aplikasi Bisnis dan Manajemen. https://doi.org/10.17358/jabm.5.2.319.
Francisco, C., Cuison, R. R., Ingalla, R. v., Amor, J. B. H., Remigio, J. L., Guerra, K. X., Arellano, G. D. A., Asis, P. M. G., Gabrillo, J. A., & Francisco, C. D. (2021). The effects of perceived value and customer satisfaction in online businesses. International Journal of Academic Multidisciplinary Research, 41–45.
Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global change: A rapid assessment of COVID-19. Journal of Sustainable Tourism, 1–20. https://doi.org/10.1080/09669582.2020.1758708.
Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284–298. https://doi.org/10.1177/0010880407301735.
Gusti, I., Oka, N., Yogaswara, P., Agus, K., & Pramudana, S. (2022). Peran kepuasan pelanggan memediasi pengaruh perceived value terhadap loyalitas pelanggan pada konsumen warung kopi Bhineka. E-Jurnal Manajemen Universitas Udayana, 11(1), 82–101. https://doi.org/10.24843/EJMUNUD.2022.v11.i01.p05.
Hair, J. F., Tomas, G., Hult, M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM). https://www.researchgate.net/publication/354331182.
Hanjaya, S., Pranata, M. D., & Andreani, F. (2019). Pengaruh atribut hotel butik terhadap minat menginap kembali dengan kepuasan konsumen sebagai variabel perantara di Surabaya. Jurnal Manajemen Perhotelan, 5(1), 18–25. https://doi.org/10.9744/jmp.5.1.18-25.
Isaeva, N., Gruenewald, K., & Saunders, M. N. K. (2020). Trust theory and customer services research: Theoretical review and synthesis. Service Industries Journal, 40(15–16), 1031–1063. https://doi.org/10.1080/02642069.2020.1779225.
Kurniawati, E., & Santoso, A. (2024). Menakar peran kepuasan dalam penciptaan loyalitas tamu restoran di kawasan kota lama Semarang. Jurnal Ilmu Manajemen, 18(1).
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221.
Mustofa, & Nuvriasari, A. (2024). The influence of brand image, brand trust and service quality on brand loyalty at Patra Malioboro Hotel. Formosa Journal of Multidisciplinary Research, 3(1), 191–206. https://doi.org/10.55927/fjmr.v3i1.7951.
Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The effect of product quality, service quality, customer satisfaction on customer loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50.
Nugraha, R. N., Sannindra, A. E., & Zaqi, M. (2022). Analisis faktor yang mempengaruhi revisit intention pada tamu hotel Ibis Senen Jakarta. Jurnal Manajemen Pelayanan Hotel Akademi Komunitas Manajemen Perhotelan Indonesia, 6(1), 274–282.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91. https://doi.org/10.1016/j.ijhm.2019.102414.
Nurasa Azzahra, Z., Wanji, M., Pasaribu, F., & Rahayu, S. (2025). The influence of word of mouth and brand trust marketing strategies on purchasing decisions and customer loyalty. Proceeding International Seminar on Islamic Studies, 6(1).
Prasetyani, I. (2024). Pengaruh service quality dan perceived value terhadap loyalitas pelanggan melalui customer satisfaction (studi kasus restaurant Mie Gacoan Kota Semarang).
Pujiastuti, E. E., Hadi, L., & Zahro, S. A. (2020). Analisis faktor yang mempengaruhi behavior intention (studi pada wisatawan di objek wisata Puthuk Setumbu Borobudur). Jurnal Administrasi Bisnis, 9(1), 55–70.
Purwanto, D. A. P., Rahayu, S., & Megawati, V. (2023). Customer satisfaction and revisit intention modeling for dining restaurants in Surabaya. pp. 1032–1038. https://doi.org/10.2991/978-94-6463-008-4_128.
Restalillah, R. R., Hamdiah, H., Tiara, G., Pramodya, C. L., Amalia, A., Anjeliana, A., & Pamela, G. (2024). The influence of the role of situational leadership in increasing teacher commitment, satisfaction, and motivation. Indonesian Educational Administration and Leadership Journal (IDEAL), 6(2), 37–57. https://doi.org/10.22437/ideal.v6i2.38543.
Rizky Aldiansyah, Dimas Ditio, May Dedu, & Agustina. (2025). The effectiveness of alternative marketing strategies and trust in improving purchase decisions of fashion products on e-commerce platform. Mabsya: Jurnal Manajemen Bisnis Syariah, 7(1), 1–20. https://doi.org/10.24090/mabsya.v7i1.13352.
Sarikho, F., & Prisgunanto, D. I. (2019). Pengaruh kepercayaan situs Zomato terhadap ketertarikan pelanggan dalam memilih restoran Sain Daise.
Silva, C. E., Hartanto, J. A., Iskandar, V., & Da, E. A. (2022). Pengaruh customer perceived value terhadap loyalitas tamu pada hotel bintang 4 dan % di Surabaya dengan kepuasan konsumen sebagai mediasi. Jurnal Manajemen Perhotelan, 8(1), 42–49. https://doi.org/10.9744/jmhot.8.1.42-49.
Sirimongkol, T. (2022). The effects of restaurant service quality on revisit intention in pandemic conditions: An empirical study from Khonkaen, Thailand. Journal of Foodservice Business Research, 25(2), 233–251. https://doi.org/10.1080/15378020.2021.1941560.
Syachadi, N. D., & Widyastuti. (2021). Jurusan manajemen Fakultas Ekonomika dan Bisnis Universitas Negeri Surabaya. Jurnal Ilmu Manajemen, 9.
Yahya, E. L., Budidharmanto, L. P., & Federica, G. (2023). Dampak tingkat keyakinan pelanggan dan protokol kesehatan terhadap keputusan pembelian di restoran hotel berbintang di Surabaya. Dewantara: Jurnal Pendidikan Sosial Humaniora, 2(3), 251–261. https://doi.org/10.30640/dewantara.v2i3.1403.
Yogaswara, I. G. N. O. P., & Pramudana, K. A. S. (2022). Peran kepuasan pelanggan memediasi pengaruh perceived value terhadap loyalitas pelanggan pada konsumen warung kopi Bhineka. E-Jurnal Manajemen Universitas Udayana, 11(1), 82–101. https://doi.org/10.24843/EJMUNUD.2022.v11.i01.p05.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Diva Liliani, Agustinus Nugroho, Thomas Stefanus Kaihatu
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
