The effect of customer experience on customer engagement with the moderating role of brand love (Case study: Customers of hotels in Isfahan City)

Considering the fact that customer engagement becomes an important issue these days, this study aims to investigate the effect of customer experience as well as brand love on customer engagement through analyzing five hypotheses according to the research model. This is applied research in terms of its purpose and descriptive-survey research with a correlational approach in terms of its methodology. The statistical population consists of 280 customers of hotels in Isfahan city. Data are collected through 30-item standard questionnaire (2019) including personal information and main questions relevant to the research hypotheses. The questionnaire's validity is confirmed by some university professors as well as some management experts, and its reliability is confirmed by calculating Cronbach alpha coefficient (α=0.94). The collected data are analyzed using PLS software, through descriptive and inferential statistics. According to the results of path analysis, all hypotheses are accepted.