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

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 w...

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Main Authors: Yusnita, Yusof, Zainudin, Awang, Kamaruzaman, Jusoff, Yahaya, Ibrahim
Format: Article
Language:English
Published: Inderscience Enterprises Ltd. 2017
Subjects:
GE Environmental Sciences
Online Access:http://ir.unimas.my/id/eprint/15647/1/The%20influence.pdf
http://ir.unimas.my/id/eprint/15647/
http://www.inderscienceonline.com/doi/pdf/10.1504/IJGE.2017.082716#d524e79
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spelling my.unimas.ir.156472022-06-24T01:45:31Z http://ir.unimas.my/id/eprint/15647/ The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry Yusnita, Yusof Zainudin, Awang Kamaruzaman, Jusoff Yahaya, Ibrahim GE Environmental Sciences 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. Inderscience Enterprises Ltd. 2017 Article PeerReviewed text en http://ir.unimas.my/id/eprint/15647/1/The%20influence.pdf Yusnita, Yusof and Zainudin, Awang and Kamaruzaman, Jusoff and 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, 11 (1). ISSN 1744-9936 http://www.inderscienceonline.com/doi/pdf/10.1504/IJGE.2017.082716#d524e79 DOI: 10.1504/IJGE.2017.082716
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic GE Environmental Sciences
spellingShingle GE Environmental Sciences
Yusnita, Yusof
Zainudin, Awang
Kamaruzaman, Jusoff
Yahaya, Ibrahim
The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
description 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.
format Article
author Yusnita, Yusof
Zainudin, Awang
Kamaruzaman, Jusoff
Yahaya, Ibrahim
author_facet Yusnita, Yusof
Zainudin, Awang
Kamaruzaman, Jusoff
Yahaya, Ibrahim
author_sort Yusnita, Yusof
title The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
title_short The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
title_full The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
title_fullStr The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
title_full_unstemmed The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
title_sort influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry
publisher Inderscience Enterprises Ltd.
publishDate 2017
url http://ir.unimas.my/id/eprint/15647/1/The%20influence.pdf
http://ir.unimas.my/id/eprint/15647/
http://www.inderscienceonline.com/doi/pdf/10.1504/IJGE.2017.082716#d524e79
_version_ 1736838256729784320
score 13.211869

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