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An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry

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  • Mohammed Majeed
  • Charles Asare
  • Alhassan Fatawu
  • Aidatu Abubakari

Abstract

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. The study was conducted on social media because, it is the fastest growing media in history. Data was collected from hotels in the three major business hub cities (Accra, Tamale and Kumasi) in Ghana. A total of 504 valid responses were obtained from respondents in the selected cities. SmartPLS software was used to analyze the data using (PLS-SEM) method. The results show that customer satisfaction has a positive and significant relationship on the dimensions of customer engagement. The three dimensions of customer engagement (contribution, consumption and creation) were found to significantly influence repurchase intention. Finally, two dimensions of engagement (contribution and consumption) were found to mediate the relationship between customer satisfactions and repurchase intention. The study is among the few to combine the COBRA model and Social Exchange Theory to assess the nexus between customers’ engagement in an online environment and its linkages with satisfaction and repurchase intentions. Marketers should consider creating posts with photos, videos, and animation that consumers find entertaining and enjoyable, as this stimulates their desire to consume, contribute, and create content on social media pages for hotel brands.

Suggested Citation

  • Mohammed Majeed & Charles Asare & Alhassan Fatawu & Aidatu Abubakari, 2022. "An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2028331-202, December.
    • Handle: RePEc:taf:oabmxx:v:9:y:2022:i:1:p:2028331
    DOI: 10.1080/23311975.2022.2028331
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    Cited by:

    1. Ashraf Mohamed Anas & Ahmed Hassan Abdou & Thowayeb H. Hassan & Wael Mohamed Mahmoud Alrefae & Fathi Mohammed Daradkeh & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa M, 2023. "Satisfaction on the Driving Seat: Exploring the Influence of Social Media Marketing Activities on Followers’ Purchase Intention in the Restaurant Industry Context," Sustainability, MDPI, vol. 15(9), pages 1-21, April.
    2. G, Sowmya & Chakraborty, Debarun & Polisetty, Aruna & Jain, Ravi Kumar, 2024. "Exploring the adoption patterns of matrimonial apps: An analysis of user gratifications," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    3. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
    4. Tommaso Gallo & Francesco Pacchera & Chiara Cagnetti & Cecilia Silvestri, 2023. "Do Sustainable Consumers Have Sustainable Behaviors? An Empirical Study to Understand the Purchase of Food Products," Sustainability, MDPI, vol. 15(5), pages 1-21, March.
    5. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
    6. Bilal, Muhammad & Zhang, Yunfeng & Cai, Shukai & Akram, Umair & Halibas, Alrence, 2024. "Artificial intelligence is the magic wand making customer-centric a reality! An investigation into the relationship between consumer purchase intention and consumer engagement through affective attach," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).

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