IDEAS home Printed from https://ideas.repec.org/a/ids/ijgrec/v11y2017i1p1-14.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=82716
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. 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).
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. Jing Yu, 2022. "Exploring Recreationist-Environment Fit Hospitality Experiences of Green Hotels in China," Sustainability, MDPI, vol. 14(3), pages 1-27, February.
    8. 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.

    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:ids:ijgrec:v:11:y:2017:i:1:p:1-14. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=158 .

    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.