Purpose The study intends to see the impact of technology amenities, waiting time, Islamic values, safety and security and room quality on customer satisfaction (CS), ultimately leading to customer loyalty (CL). Emotional values as a moderator between CS and CL. Finally, see the relationship between CL and hotel performance. Design/methodology/approach The PLS-SEM technique is used to test hypotheses. Data was gathered via questionnaires from tourists in China. Findings Technology amenities, waiting time, Islamic values, safety and security and room quality increase CS, which leads to CL. Emotional values also increase CL. Emotional values strengthen between CS and CL. Finally, CL improves hotel performance. Practical implications Hotel management should prioritize technology amenities, waiting time, Islamic values, safety and security, room quality, emotional values, CS and CL to enhance hotel performance. Originality/value This research incorporates technology amenities, waiting time, Islamic values, safety and security and room quality to measure CS, ultimately influencing CL. Moreover, emotional values are used as a moderator between CS and CL. CL is a key metric used to measure hotel performance. Finally, this research can offer benefits to academicians and hotel management.
Ashraf et al. (Wed,) studied this question.