KnE Social Sciences

Published date: Dec 03 2025

Journal Title: KnE Social Sciences

Issue title: The 5th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2025)

Pages: 418 - 429

DOI: 10.18502/kss.v10i29.20284

Lalu Aswadi Jayalaluaswadi.jaya2020@gmail.comTrisakti Institute of Tourism, Jakarta

Rahmat IngkadijayaTrisakti Institute of Tourism, Jakarta

Agus RiyadiTrisakti Institute of Tourism, Jakarta

This research aims to determine the influence of brand image, service quality, and reputation performance score (RPS) on purchase decisions through customer engagement at Grand Mercure Jakarta Kemayoran. This study employs an explanatory research design with a quantitative approach. A sample of 260 respondents who had stayed at the hotel was selected using an incidental sampling technique. Data analysis included outer model, inner model, and hypothesis testing using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 3.0. The results indicate that brand image, service quality, and RPS have a positive and statistically significant impact on customer engagement. Service quality directly influences purchase decisions, while brand image and RPS show positive but insignificant effects. Customer engagement has a positive and significant influence on purchase decisions, mediating the effects of brand image, service quality, and RPS. Practically, the findings offer guidance for hotel managers to enhance customer engagement and utilize RPS as a strategic tool in digital marketing. Academically, the study contributes by addressing the limited research on RPS in the Southeast Asian hospitality industry and integrating it into purchase decision models.

Keywords: customer engagement, brand image, customer behavior, purchase decision, reputation performance score (RPS), service quality

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