Pengaruh Perceived Value Terhadap Revisit Intention dengan Customer Satisfaction dan Customer Trust Sebagai Variabel Mediasi Pada Restoran Hotel Bintang 5 di Surabaya

Abstract

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.