IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i9p3834-d1387905.html
   My bibliography  Save this article

Assessing Green Practices on Eco-Friendly Hotel Customer Loyalty: A Partial Least Squares Structural Equation Modeling and Fuzzy-Set Qualitative Comparative Analysis Hybrid Approach

Author

Listed:
  • Ruiqi Chang

    (Graduate School of Business, Universiti Sains Malaysia, Gelugor 11800, Penang, Malaysia
    School of Automobiles, Henan College of Transportation, Zhengzhou 451400, China)

  • Razib Chandra Chanda

    (Graduate School of Business, Universiti Sains Malaysia, Gelugor 11800, Penang, Malaysia)

  • Ali Vafaei-Zadeh

    (Graduate School of Business, Universiti Sains Malaysia, Gelugor 11800, Penang, Malaysia)

  • Haniruzila Hanifah

    (Graduate School of Business, Universiti Sains Malaysia, Gelugor 11800, Penang, Malaysia)

  • Anderes Gui

    (School of Information Systems, Bina Nusantara University, Jakarta 11480, Indonesia)

Abstract

With a global focus on environmental sustainability, hotels worldwide are actively transitioning their services from conventional to eco-friendly practices. This study aims to comprehensively understand the factors that contribute to visitors’ satisfaction in eco-friendly hotels and how this satisfaction influences customers’ future reactions towards such environmentally conscious establishments. Employing the Stimulus-Organism-Response theory, this study collected data from 277 respondents using a robust quantitative research strategy. A combined approach of Partial Least Squares Structural Equation Modeling (PLS-SEM) and Fuzzy-Set Qualitative Comparative Analysis (fsQCA) was employed, to uncover deep insights into visitors’ satisfaction and their reactions towards eco-friendly hotels. The PLS-SEM results reveal significant associations between customers’ satisfaction towards eco-friendly hotel services and service quality, green practices, perceived value, and environmental sensitivity. Moreover, this study highlights a positive correlation between satisfaction and crucial outcomes like revisit intention (RVI), willingness to pay a premium (WTPP), and word-of-mouth intention (WOMI). Complementing these findings, the fsQCA analysis uncovers intricate causal relationships among antecedents that influence customer satisfaction in eco-friendly hotels. By offering critical marketing insights, this study provides guidance for hotels, the tourism industry, and policymakers on attracting customers to eco-friendly hotels, to meet the increasing demands for environmental sustainability.

Suggested Citation

  • Ruiqi Chang & Razib Chandra Chanda & Ali Vafaei-Zadeh & Haniruzila Hanifah & Anderes Gui, 2024. "Assessing Green Practices on Eco-Friendly Hotel Customer Loyalty: A Partial Least Squares Structural Equation Modeling and Fuzzy-Set Qualitative Comparative Analysis Hybrid Approach," Sustainability, MDPI, vol. 16(9), pages 1-25, May.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:9:p:3834-:d:1387905
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/9/3834/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/9/3834/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mikalef, Patrick & Pateli, Adamantia, 2017. "Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: Findings from PLS-SEM and fsQCA," Journal of Business Research, Elsevier, vol. 70(C), pages 1-16.
    2. Emel Yarimoglu & Tugrul Gunay, 2020. "The extended theory of planned behavior in Turkish customers' intentions to visit green hotels," Business Strategy and the Environment, Wiley Blackwell, vol. 29(3), pages 1097-1108, March.
    3. Jongsik Yu & Antonio Ariza-Montes & Felipe Hernández-Perlines & Alejandro Vega-Muñoz & Heesup Han, 2020. "Hotels’ Eco-Friendly Physical Environment as Nature-Based Solutions for Decreasing Burnout and Increasing Job Satisfaction and Performance," IJERPH, MDPI, vol. 17(17), pages 1-17, September.
    4. Farzana Riva & Solon Magrizos & Mohammad Rabiul Basher Rubel & Ioannis Rizomyliotis, 2022. "Green consumerism, green perceived value, and restaurant revisit intention: Millennials' sustainable consumption with moderating effect of green perceived quality," Business Strategy and the Environment, Wiley Blackwell, vol. 31(7), pages 2807-2819, November.
    5. Magdy El-Sayed Hashish & Ahmed Hassan Abdou & Shaimaa Abo Khangar Mohamed & Ahmed Saleh Abo Elenain & Wagih Salama, 2022. "The Nexus between Green Perceived Quality, Green Satisfaction, Green Trust, and Customers’ Green Behavioral Intentions in Eco-Friendly Hotels: A Structural Equation Modeling Approach," IJERPH, MDPI, vol. 19(23), pages 1-21, December.
    6. S. Mostafa Rasoolimanesh & Catheryn Khoo-Lattimore & Shuhaida Md Noor & Mastura Jaafar & Rupam Konar, 2021. "Tourist engagement and loyalty: gender matters?," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(6), pages 871-885, March.
    7. Mihaela Simona Moise & Irene Gil-Saura & María Eugenia Ruiz Molina, 2021. "The importance of green practices for hotel guests: does gender matter?," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 34(1), pages 3508-3529, January.
    8. Imran Rahman, 2018. "The Interplay of Product Involvement and Sustainable Consumption: An Empirical Analysis of Behavioral Intentions Related to Green Hotels, Organic Wines and Green Cars," Sustainable Development, John Wiley & Sons, Ltd., vol. 26(4), pages 399-414, July.
    9. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(3), pages 291-310, July.
    10. Akkhaporn Kokkhangplu & Wanida Onlamai & Tananat Chokpreedapanich & Kraisak Phikul, 2023. "What Predicts Behavioral Intention in Eco-Friendly Hotels? The Roles of Tourist’s Perceived Value and Satisfaction: A Case Study of Thailand," Sustainability, MDPI, vol. 15(4), pages 1-21, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. He, Wei & Prentice, Catherine & Wang, Xuequn, 2024. "Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants," Journal of Business Research, Elsevier, vol. 183(C).
    2. Wu, Chih-Wen & Botella-Carrubi, Dolores & Blanco-González-Tejero, Cristina, 2024. "The empirical study of digital marketing strategy and performance in small and medium-sized enterprises (SMEs)," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    3. Souiden, Nizar & Amara, Nabil & Chaouali, Walid, 2020. "Optimal image mix cues and their impacts on consumers’ purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    4. Chaouali, Walid & Hammami, Samiha Mjahed & Cristóvão Veríssimo, José Manuel & Harris, Lloyd C. & El-Manstrly, Dahlia & Woodside, Arch G., 2022. "Customers who misbehave: Identifying restaurant guests “acting out†via asymmetric case models," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    5. Nikou, Shahrokh, 2018. "Internet of Things: Exploring households' intention to use smart home technology," 22nd ITS Biennial Conference, Seoul 2018. Beyond the boundaries: Challenges for business, policy and society 190335, International Telecommunications Society (ITS).
    6. Deng, Wei & Liang, Qiao Zhuan & Fan, Pei Hua, 2019. "Complements or substitutes? Configurational effects of entrepreneurial activities and institutional frameworks on social well-being," Journal of Business Research, Elsevier, vol. 96(C), pages 194-205.
    7. Kopplin, Cristopher Siegfried & Rösch, Stella Franca, 2021. "Equifinal causes of sustainable clothing purchase behavior: An fsQCA analysis among generation Y," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    8. Sukhov, Alexandre & Friman, Margareta & Olsson, Lars E., 2023. "Unlocking potential: An integrated approach using PLS-SEM, NCA, and fsQCA for informed decision making," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    9. Bouwman, Harry & Nikou, Shahrokh & de Reuver, Mark, 2019. "Digitalization, business models, and SMEs: How do business model innovation practices improve performance of digitalizing SMEs?," Telecommunications Policy, Elsevier, vol. 43(9).
    10. Emily Bacon & Michael D. Williams & Gareth H. Davies, 2023. "On the Combinatory Nature of Knowledge Transfer Conditions: A Mixed Method Assessment," Information Systems Frontiers, Springer, vol. 25(3), pages 1039-1061, June.
    11. Markus Mayer & Markus Voeth, 2022. "Improving negotiation success in B2B sales organizations: is structured negotiation management a success factor?," Journal of Business Economics, Springer, vol. 92(2), pages 163-196, February.
    12. Al-Baraa Abdulrahman Al-Mekhlafi & Ahmad Shahrul Nizam Isha & Nicholas Chileshe & Mohammed Abdulrab & Anwar Ameen Hezam Saeed & Ahmed Farouk Kineber, 2021. "Modelling the Relationship between the Nature of Work Factors and Driving Performance Mediating by Role of Fatigue," IJERPH, MDPI, vol. 18(13), pages 1-17, June.
    13. Kara, Karahan & Yalçın, Galip Cihan & Akagün Ergin, Elif & Simic, Vladimir & Pamucar, Dragan, 2024. "A neutrosophic WENSLO-ARLON model for measuring sustainable brand equity performance," Socio-Economic Planning Sciences, Elsevier, vol. 94(C).
    14. FeCheng Ma & Farhan Khan & Kashif Ullah Khan & Si XiangYun, 2021. "Investigating the Impact of Information Technology, Absorptive Capacity, and Dynamic Capabilities on Firm Performance: An Empirical Study," SAGE Open, , vol. 11(4), pages 21582440211, November.
    15. Agnès Helme-Guizon & Fanny Magnoni, 2019. "Consumer brand engagement and its social side on brand-hosted social media: how do they contribute to brand loyalty?," Post-Print hal-03591683, HAL.
    16. Prosman, Ernst Johannes & Cagliano, Raffaella, 2022. "A contingency perspective on manufacturing configurations for the circular economy: Insights from successful start-ups," International Journal of Production Economics, Elsevier, vol. 249(C).
    17. Ahmad Ibrahim Aljumah & Mohammed T. Nuseir & Md. Mahmudul Alam, 2021. "Traditional marketing analytics, big data analytics and big data system quality and the success of new product development," Post-Print hal-03538161, HAL.
    18. Adilson Carlos Yoshikuni & José Eduardo Ricciardi Favaretto & Alberto Luiz Albertin & Fernando de Souza Meirelles, 2022. "How can Strategy-as-Practice Enable Innovation under the Influence of Environmental Dynamism?," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 26(1), pages 200131-2001.
    19. Grohs, Reinhard & Raies, Karine & Koll, Oliver & Mühlbacher, Hans, 2016. "One pie, many recipes: Alternative paths to high brand strength," Journal of Business Research, Elsevier, vol. 69(6), pages 2244-2251.
    20. Barry Cooper & Judith Glaesser, 2016. "Analysing necessity and sufficiency with Qualitative Comparative Analysis: how do results vary as case weights change?," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(1), pages 327-346, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:9:p:3834-:d:1387905. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.