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The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry

Author

Listed:
  • Yusnita Yusof
  • Zainudin Awang
  • Kamaruzaman Jusoff
  • Yahaya Ibrahim

Abstract

Environmental issues are one of the most pressing global concerns the world has currently to address and which has become most critical recently. Malaysia is having to determine its own response to contemporary problems such as water pollution, air pollution, waste disposal, climate change, global warming, deforestation and haze which have plagued Malaysia for some time. Green practices are an important aspect to be explored in the hotel industry. This study aims to measure the impact of green practices in non-green hotels on customer satisfaction and their loyalty. The structural model of the inter-relationships among green practices, customer satisfaction and customer loyalty is developed and executed using Structural Equation Modelling (SEM). The study found that Green Practices in the hotel industry have a significant effect on Customer Satisfaction and Loyalty. Furthermore, Customer Satisfaction mediates the relationship between Green Practice and Loyalty. Thus, hoteliers, of both a green and a non-green status, need to show concern and to participate in conserving the environment to survive in a competitive environment.

Suggested Citation

  • Yusnita Yusof & Zainudin Awang & Kamaruzaman Jusoff & Yahaya Ibrahim, 2017. "The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry," International Journal of Green Economics, Inderscience Enterprises Ltd, vol. 11(1), pages 1-14.
    • Handle: RePEc:ids:ijgrec:v:11:y:2017:i:1:p:1-14
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    Citations

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    Cited by:

    1. Tsen-Yao Chang & Yu-Cheng Lin, 2022. "The Effects of Atmosphere on Perceived Values and Customer Satisfaction toward the Theme Hotel: The Moderating Role of Green Practice Perception," Sustainability, MDPI, vol. 14(15), pages 1-19, July.
    2. Guillermo Morán-Gámez & Antonio Fernández-Martínez & Román Nuviala & Alberto Nuviala, 2024. "Influence of green practices on user loyalty in sport clubs," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
    3. Owais Khan & Luca Marrucci & Tiberio Daddi & Nicola Bellini, 2021. "Adoption of Circular Economy and Environmental Certifications: Perceptions of Tourism SMEs," Journal of Management and Sustainability, Canadian Center of Science and Education, vol. 11(1), pages 218-218, June.
    4. Jing Yu, 2022. "Exploring Recreationist-Environment Fit Hospitality Experiences of Green Hotels in China," Sustainability, MDPI, vol. 14(3), pages 1-27, February.
    5. Mohamad Fazli Sabri & Mervin Anthony & Siong Hook Law & Husniyah Abdul Rahim & Nik Ahmad Sufian Burhan & Muslimah Ithnin, 2024. "Impact of financial behaviour on financial well-being: evidence among young adults in Malaysia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 788-807, September.
    6. Liu, Chih-Hsing & Horng, Jeou-Shyan & Chou, Sheng-Fang & Yu, Tai-Yi & Lee, Ming-Tsung & Lapuz, Maria Carmen B., 2023. "Discovery sustainable servicescape on behavioural intention practices and nationality: The moderating role of parasocial interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    7. Heesup Han & Linda Heejung Lho & Hyeon-Cheol Kim, 2019. "Airport Green Environment and Its Influence on Visitors’ Psychological Health and Behaviors," Sustainability, MDPI, vol. 11(24), pages 1-15, December.
    8. Mai Ngoc Khuong & Do Hanh Nhan & Nguyen Thi Minh Phuong, 2023. "The effects of restaurant green practices on customer intention to purchase eco-friendly products: Evidence from Vietnam," Zbornik radova Ekonomskog fakulteta u Rijeci/Proceedings of Rijeka Faculty of Economics, University of Rijeka, Faculty of Economics and Business, vol. 41(1), pages 205-248.
    9. Dalia Perkumienė & Rasa Pranskūnienė & Milita Vienažindienė & Jurgita Grigienė, 2020. "The Right to A Clean Environment: Considering Green Logistics and Sustainable Tourism," IJERPH, MDPI, vol. 17(9), pages 1-23, May.
    10. Mehrbakhsh Nilashi & Abbas Mardani & Huchang Liao & Hossein Ahmadi & Azizah Abdul Manaf & Wafa Almukadi, 2019. "A Hybrid Method with TOPSIS and Machine Learning Techniques for Sustainable Development of Green Hotels Considering Online Reviews," Sustainability, MDPI, vol. 11(21), pages 1-21, October.

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