From Check In to Come Back: How Mobile Hotel Apps Influence Guests' Intention to Revisit

This study explores how mobile hotel applications influence guest satisfaction and revisit intentions in the digital hospitality landscape. As mobile apps become an integral part of the hotel service experience—providing features such as contactless check-in, booking management, and real-time customer service—their role in shaping customer behaviour extends beyond convenience. Drawing on the Technology Acceptance Model (TAM) and the Diffusion of Innovations (DOI) theory, this study examines four key predictors of guest satisfaction: perceived usefulness, perceived ease of use, compatibility, and mobility. A quantitative survey was distributed to 230 hotel guests in Indonesia who had used mobile hotel apps in the past year. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The results reveal that among the four antecedents, only perceived ease of use significantly influences guest satisfaction, which in turn has a strong positive impact on revisit intention. Furthermore, satisfaction was found to mediate the relationship between perceived ease of use and revisit intention. These findings suggest that while users expect mobile apps to be useful, accessible, and compatible with their lifestyles, it is the ease of interaction that truly drives satisfaction and loyalty. This research contributes to the growing body of knowledge on smart hospitality technologies by offering a guest-centric perspective on digital service design. Practically, it highlights the need for hotel managers to prioritize intuitive app interfaces and seamless user experiences over technical sophistication to enhance customer retention in a competitive market.