Determinants of Environmental Management and Customer Satisfaction: Insights from the Umm Qais Heritage Site, Jordan

Abstract

In the Heritage sites, the most common ways to take care of the environment are to focus on managing trash, recycling, and saving energy. They also follow environmental laws and rules as much as possible. However, judging the performance of heritage sites often does not involve these dimensions. In fact, heritage site managers frequently detest environmental assessments. However, this is a serious issue confronting the management of heritage sites for tourism. Within this context, this paper focuses on customer satisfaction which is determined on the impact of customer relationships and customer retention, customer intake, customer relationship development, and customer confidence in relation to environmental management. This paper examines this issue. It does so buy looking at the Umm Qais heritage site. motels.This research re-evaluated the factors that are commonly found in tourist development literature that ascertain customer satisfaction. Employing a user evaluation survey, it studied the Variance Inflation Factor (VIF) for this purpose. At the Umm Qais heritage site, the VIF values were less than the crucial value (10) found in most studies, indicating no multi-co-linearity among the independent factors. These variables were assessed using a 5-point Likert scale ranging from 1 to 5 to examine the impact of customer relationships on customer acquisition, retention, relationship growth, and trust. Apart from the independent and dependent variables, descriptive analysis was also used to describe the sample and the respondents' characteristics who responded to a questionnaire.