Table 2.
Reliabilities and validities results
| Construct | Items | Factor loadings | CR | AVE | Cronbach’s α |
|---|---|---|---|---|---|
| Current technology | Mobile payment system | .614 | .812 | .521 | .693 |
| Customer feedback system | .735 | ||||
| Customer service system | .799 | ||||
| Hotel online reservation system | .704 | ||||
| Service delivery styles of service personnel | One-stop service | .712 | .917 | .580 | .896 |
| Sensitive and observant | .792 | ||||
| Create a sense of familiarity | .763 | ||||
| Extra friendly and enthusiastic | .747 | ||||
| Make customers feel special | .678 | ||||
| Stand in customer’s shoes (be empathetic) | .839 | ||||
| Ability to think elaborately | .756 | ||||
| Serve beyond duties | .794 | ||||
| Satisfaction | Feel satisfied | .933 | .942 | .843 | .906 |
| Feel happy | .946 | ||||
| The experience is as expected | .874 | ||||
| Delight | Feel pleasant | .899 | .931 | .770 | .901 |
| Feel touched | .865 | ||||
| Feel excited | .866 | ||||
| Have an unforgettable experience | .880 | ||||
| Loyalty | Maintain a long-term relationship | .876 | .936 | .785 | .909 |
| Return to the hotel | .905 | ||||
| Have a strong emotional connection | .864 | ||||
| Recommend the hotel | .898 | ||||