Proceedings of the BISTIC Business Innovation Sustainability and Technology International Conference (BISTIC 2021)

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Patronage Intention as Output Experience Quality and Trust in the Use of Hotel Rooms During the Covid-19 Pandemic

Authors
Tundung Subali Patma1, *, Ludi Wishnu Wardana2, Agus Wibowo3, Karisma Sri Rahayu4
1,4Department of Business Administration, Malang State Polytechnic, Indonesia
2Department of Business and Management Education, Faculty of Economics, Universitas Negeri Malang, Indonesia.
3Department of Economic Education, Faculty of Economics, Universitas Negeri Jakarta, Indonesia.
Corresponding Author
Tundung Subali Patma
Available Online 23 November 2021.
DOI
10.2991/aebmr.k.211115.038How to use a DOI?
Keywords
Experience Quality; Trust; Patronage Intention; Hotel Tourism
Abstract

The COVID-19 pandemic has had an impact on all business activities, especially in the hotel sector. This study aims to prove that during the COVID-19 pandemic, experience quality and trust are determinants of patronage intention. This research was conducted on customers of 4-star and 5-star hotels in the Greater Malang area. This study uses a quantitative approach to the type of explanatory research, the survey was conducted directly through the distribution of online questionnaires to 280 respondents. The data used in this study are primary data obtained from the results of filling out the questionnaire and then processed using the smartPLS3 application. The results showed that experience quality had a significant effect on trust and patronage intention. Trust has a positive and significant effect on patronage intention. Trust also has a partial mediating effect between the variable experience quality and patronage intention, thus trust plays an important role in shaping patronage intention based on the experience quality felt by consumers in the use of hotel rooms during the covid-19 pandemic.

Copyright
© 2021 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the BISTIC Business Innovation Sustainability and Technology International Conference (BISTIC 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
23 November 2021
ISBN
978-94-6239-455-1
ISSN
2352-5428
DOI
10.2991/aebmr.k.211115.038How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

risenwbib
TY  - CONF
AU  - Tundung Subali Patma
AU  - Ludi Wishnu Wardana
AU  - Agus Wibowo
AU  - Karisma Sri Rahayu
PY  - 2021
DA  - 2021/11/23
TI  - Patronage Intention as Output Experience Quality and Trust in the Use of Hotel Rooms During the Covid-19 Pandemic
BT  - Proceedings of the BISTIC Business Innovation Sustainability and Technology International Conference (BISTIC 2021)
PB  - Atlantis Press
SP  - 263
EP  - 267
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211115.038
DO  - 10.2991/aebmr.k.211115.038
ID  - Patma2021
ER  -