Analyses on the Antecedents to Service Repurchase Intention: A Survey of Hotels

In star-rated hotel services consumer´s repurchase intention is affected by many factors. According to the theory of value creation, this study filters out four dimensions of functional, symbolic, experienced and cost value, as the antecedents, and selects expectation disconfirmation as mediating variables. We survey 29 star-rated hotels and 105 service personnel, and analyze the data with exploratory factor analysis and structural equation. As a result, expectation disconfirmation has a significant effect on moderating repurchase intention of star-rated hotel, and functional value and experiential value are more likely to produce service repurchase intention.