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Impact of Green IS, Service Innovation and Customer Experience in influencing Customer Satisfaction and Environmental Performance

Author

Listed:
  • Leonardus W.W. Mihardjo

    (Doctor of Research in Management, Bina Nusantara University, Jalan Hang Lekir I No. 6, Senayan, Jakarta, Indonesia,)

  • Sasmoko Sasmoko

    (Department of Management, School of Business, Bina Nusantara University, Jl. Kebon Jeruk Raya No. 27. Kebon Jeruk Jakarta Barat, Indonesia.)

  • Firdaus Alamsjah

    (Department of Management, School of Business, Bina Nusantara University, Jl. Kebon Jeruk Raya No. 27. Kebon Jeruk Jakarta Barat, Indonesia.)

  • Elidjen Elidjen

    (Department of Management, School of Business, Bina Nusantara University, Jl. Kebon Jeruk Raya No. 27. Kebon Jeruk Jakarta Barat, Indonesia.)

Abstract

The current study is focused to empirically identify the relationship between digitalization, customer experience, satisfaction, and performance in the hotel industry of Indonesia. In doing so, the authors seek to examine the technological antecedents of customer experience (CUE) by examining the role of green information systems (GIS) and service innovation (SEI). Moreover, the study also aims to investigate the association of SEI and GIS with customer satisfaction (CUS) and hotels environmental performance (ENP). The novelty of the present study lies in identifying and testing the joint effects of the studied variables in improving the understanding of CUS and ENP in an existing complex environment. The results of PLS-SEM confirm that customer experience and ENP have a positive and significantly influenced by the GIS. Moreover, the results further suggested that customer experience and CUS have significantly and positively impacted by SEI. Finally, the results of PLS-SEM confirm that ENP and CUS have significantly and positively impacted by customer experience in multinational firms in Indonesia.

Suggested Citation

  • Leonardus W.W. Mihardjo & Sasmoko Sasmoko & Firdaus Alamsjah & Elidjen Elidjen, 2019. "Impact of Green IS, Service Innovation and Customer Experience in influencing Customer Satisfaction and Environmental Performance," International Journal of Energy Economics and Policy, Econjournals, vol. 9(6), pages 379-385.
    • Handle: RePEc:eco:journ2:2019-06-45
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    References listed on IDEAS

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    More about this item

    Keywords

    Green information system; service innovation; customer satisfaction; Indonesia.;
    All these keywords.

    JEL classification:

    • L8 - Industrial Organization - - Industry Studies: Services
    • O3 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights

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