The Effect of Customers’ Hotel Experience on Satisfaction: the mediating role of memorability

Authors

  • Ömer Çoban Nevşehir Hacı Bektaş Veli University
  • Şule Ardıç Yetiş Nevşehir Hacı Bektaş Veli University

DOI:

https://doi.org/10.34019/2238-2925.2019.v9.27384

Abstract

Abstract: Nowadays, hotels have become places of life and experience areas rather than a place to sleep at night for customers. Customers' experiences during their stay at the hotel can effect their future behavior. Moreover, the memorability of these experiences can also effect these behaviors. However, there is little empirical evidence identifying and measuring the relationship between these variables. Hence, it has been investigated whether memorability plays a mediator role in the relationship between customers' hotel experiences and satisfaction levels in this research. For this purpose, a field survey conducted in Cappadocia region where the cave hotels operate intensively. The data was collected by pollsters in April, 2019. Within the scope of the research, 439 questionnaires were collected from tourists staying in cave hotels. The regression analysis based on Bootstrap method was used to test whether memorability plays a mediation role in the effect of consumer hotel experiences on satisfaction. In the light of the study's findings, it was found that memorability plays an indirect mediation role in the effect of hotel experience dimensions on satisfaction.

Keywords: Customer. Experience. Hotel Experience. Satisfaction. Memorability.

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Author Biographies

Ömer Çoban, Nevşehir Hacı Bektaş Veli University

Ph.D. degree in Tourism Management (2014) at Çanakkale Onsekiz Mart University. He is associate professor at the department of Tourism Guidance at Nevşehir Hacı Bektaş Veli University. His research interests include event tourism, sustainable tourism and tourism sociology. Orcid ID: https://orcid.org/0000-0002-2316-4468 [ omercoban@nevsehir.edu.tr ]  

Şule Ardıç Yetiş, Nevşehir Hacı Bektaş Veli University

Ph.D. degree in Tourism Management (2017) at Nevşehir Hacı Bektaş Veli University. She is research assistant Ph.D. at the department of Tourism Management at Nevşehir Hacı Bektaş Veli University. Her research interests include tourism marketing, tourist behavior, experiential marketing, event tourism. Orcid ID: https://orcid.org/0000-0002-8792-9079 [ ardicsule@nevsehir.edu.tr ]

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Published

2019-12-15

How to Cite

Çoban, Ömer, & Ardıç Yetiş, Şule. (2019). The Effect of Customers’ Hotel Experience on Satisfaction: the mediating role of memorability. Anais Brasileiros De Estudos Turísticos, 9(1, 2 e 3). https://doi.org/10.34019/2238-2925.2019.v9.27384

Issue

Vol. 9 No. 1, 2 e 3 (2019): Current Issues on Tourism and Thematic Issue: “An Overview of Tourism in Turkey”

Section

ESTUDOS DE CASO / CASE STUDY / ANÁLISIS DE CASO

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