SMART BOARDING HOUSE EXPERIENCE AS A DRIVER OF RESIDENT LOYALTY: THE MEDIATING ROLE OF SATISFACTION
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2026-09-23Downloads
Abstract
Smart boarding houses combine digital access, intelligent services, residential convenience, and day-to-day management in ways that may shape how residents evaluate where they live. This study investigates whether Smart Boarding House Experience (SBHX), Residential Location Advantage (RLA), Perceived AI Service Integration (PAISI), and Perceived Resident Influence (PRI) are associated with Resident Satisfaction (RS) and Resident Loyalty (RL), and whether Alternative Attractiveness (AA) weakens the satisfaction-loyalty link. Data were collected from 283 adult residents of 18 modern boarding houses in Batam City, Indonesia, between March and June 2026 using purposive sampling and analysed with PLS-SEM. SBHX was modelled as a reflective-formative higher-order construct. SBHX showed the strongest association with satisfaction (β = 0.445, f² = 0.262), while satisfaction was the main predictor of loyalty (β = 0.417, f² = 0.166). RLA and PAISI were related to loyalty only indirectly through satisfaction, whereas SBHX and PRI retained additional direct associations. AA weakened the satisfaction-loyalty relationship (β = -0.121, f² = 0.029). The findings suggest that technology contributes to retention when it improves the wider residential experience, rather than functioning as a stand-alone loyalty mechanism.
Keywords:
Artificial intelligence Smart boarding house Resident satisfaction Resident loyalty PLS-SEMReferences
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