Green Concept: Customer Satisfaction in the Service Business

Dewi, Hayuning Purnama

doi:10.2991/aebmr.k.200127.050

Cited by 3 publications

(3 citation statements)

References 10 publications

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“…Subsequently, the green experience creates experiential change for both employees and customers. First of all, the current study confirmed that green experience positively affects customer experience measured by customer satisfaction consistent with Dewi (2020) since the recent shifting of customers' taste toward green service and product (Robinot & Giannelloni, 2010) as it has been increasing concern from the demand side that satisfies intrinsic motivation (Millar et al, 2012). The result implies that green experience is a part of the quality developed by training that improves customer satisfaction (Shen & Tang, 2018).…”

Section: Discussionsupporting

confidence: 87%

“…The theory of green purchase behavior (TGPB) suggests ethic‐driven customer decision‐making forms green purchasing behavior (Han, 2020) signaled that GX positively influences CS (Dewi, 2020; Visschers & Siegrist, 2015) since more green‐driven customers would appreciate GX. For example, since there has been an increasing demand for green products and services (Robinot & Giannelloni, 2010), environmental‐friendly products and services have emerged in response to the demand (Mohd Suki, 2015).…”

Section: Literature Reviewmentioning

confidence: 99%

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The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Han

Kok

McClelland

2023

Corp Soc Responsibility Env

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The current study aims to examine (1) the impact of green training on green experience, employee satisfaction, turnover intention, and customer satisfaction and (2) its implication on Green HRM effectiveness in the hospitality sector. A quantitative method was utilized to test a path model (PLS‐SEM). Two sets of questionnaires (for employee and customer sides) were developed for the hospitality sector to measure the causations between green training, employee turnover, and customer satisfaction. The findings suggest (1) green training creates green experience, (2) green experience influences both employee and customer satisfaction, (3) However, employee satisfaction did not affect turnover intention and customer satisfaction subsequently. The current study implies that investing in green training should be considered a tool of strategic hospitality management since the finding suggests that green training improves the overall performance of the hospitality sector with some limitations. Moreover, this paper reduced the literature gaps by constructing and empirically testing an integrated path model of green training on employee and customer experience, illustrating the impact of green training through the shared green experience forming the two stakeholders' experience and their interactions.

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Section: Discussionsupporting

confidence: 87%

Section: Literature Reviewmentioning

confidence: 99%

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Han

Kok

McClelland

2023

Corp Soc Responsibility Env

View full text Add to dashboard Cite

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“…Konsumen yang membeli produk hijau akan menghargai dan peduli pada atribut hijau pada produk. Tidak hanya itu, adanya atribut hijau akan meningkatkan kepuasan konsumen (Dewi, 2020). Konsumen yang puas, cenderung loyal terhadap produk hijau (Mohd Suki, 2016).…”

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Perumusan Strategi Pemasaran Hijau Kerajinan Rotan untuk Meningkatkan Kepuasan dan Loyalitas Konsumen

Ditahardiyani,

Hartoni,

Aulia

2023

JIA (J. Ilm. Agribisnis)

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The application of the green marketing concept is needed for green product manufacturers to compete and emphasize their competitive advantages effectively. Green marketing offers many benefits to producers, including improved profitability, productivity, and company image. As producers of green products, rattan craft Small and Medium Enterprises should implement green marketing to get more benefits. Nevertheless, rattan craft small and medium-sized enterprises (SMEs) still need to adopt this practice. The lack of ability to effectively convey an environmentally friendly image has led to a decline in consumer satisfaction and loyalty. Therefore, this study aims to formulate a green marketing strategy to enhance consumer satisfaction and loyalty towards rattan handicrafts. The research is located in Banjarbaru City, South Kalimantan Province. Data was collected through in-depth interviews and questionnaires. A green marketing strategy was formulated using the 7P green marketing mix consisting of product, price, place, promotion, people, process and physical evidence and analyzed using Strengths, Weaknesses, Opportunities and Threats (SWOT). The prioritization of green marketing strategy is determined using the Analytical Hierarchy Process (AHP) method. The result indicated that among strengths and opportunities, it is made from materials that are safe for the environment and can be developed into various products are the two most important factors. In contrast, among weaknesses and threats, products are less varied, and the existence of substitute goods such as plastic and bamboo are the weaknesses and threats that are most concern. The alternative green marketing mix strategy formulated consists of maximizing the use of e-commerce, expanding cooperation and networking with stakeholders, increasing innovation and product variants, green advertising in digital media, guaranteeing green products through green label certification, and increasing discounts and bonuses for purchasing a certain amount. The research results also showed that the primary priority strategy is increasing innovation and product variants, while less priority is adding discounts and bonuses for purchasing specific quantities.

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New demands by hotel customers post COVID-19 era

Al-Kumaim,

Samer,

Hassan

et al. 2023

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Purpose The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT). Design/methodology/approach The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique. Findings The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention. Research limitations/implications The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered. Practical implications Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times. Originality/value This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.

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Green Concept: Customer Satisfaction in the Service Business

Cited by 3 publications

References 10 publications

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective

Perumusan Strategi Pemasaran Hijau Kerajinan Rotan untuk Meningkatkan Kepuasan dan Loyalitas Konsumen

New demands by hotel customers post COVID-19 era

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