THE INFLUENCE OF GREEN HOTEL AND SERVICE QUALITY ON COSTUMER SATISFACTION IN MADANI HOTEL MEDAN

Ika Melati Puji Asputri; Adelina Lubis; Sugito Sugito

Authors

Ika Melati Puji Asputri Universitas Medan Area
Adelina Lubis Universitas Medan Area
Sugito Sugito Universitas Medan Area

Keywords:

Green Hotel; Service Quality; Costumer Satisfaction

Abstract

This study aims to determine the effect of Green Hotel and Service Quality on Madani Hotel Medan guest satisfaction. The sample in this study was 98 guests. Multiple linear regression and hypothesis testing are the analytical methods used. The results showed that Green Hotel significantly affected guest satisfaction at Madani Hotel Medan. Service quality affects guest satisfaction at Madani Hotel Medan. Many consumers or guests who want a friendly hotel environment. Therefore, green hotels can form the basis for a marketing strategy great. The quality of service at the hotel is good, and guest satisfaction is high. After the guest is satisfied with the product or service received, guests compare the services provided. If the guest is delighted, they encourage others to buy from the exact location again. Therefore, hotels need to start thinking more maturely about the importance of customer service through service quality. Meanwhile, customer service and satisfaction are increasingly being recognized as important aspects of survival and competitiveness in business.

Downloads

Download data is not yet available.

References

Balaji, M. S., Jiang, Y., & Jha, S. (2019). Green hotel adoption: a personal choice or social pressure? International Journal of Contemporary Hospitality Management.

Berezan, O., Raab, C., Yoo, M., & Love, C. (2013). Sustainable hotel practices and nationality: The impact on guest satisfaction and guest intention to return. International Journal of Hospitality Management, 34, 227–233.

Cahyadi, P. I. D. (2022). Pengaruh kualitas pelayanan terhadap kepuasan tamu hotel the haven bali seminyak: The effect of service quality on guest satisfaction of the haven bali seminyak hotel. Jurnal Ilmiah Pariwisata Dan Bisnis, 1(4), 800–812.

Chen, Y.-S., Lin, C.-Y., & Weng, C.-S. (2015). The influence of environmental friendliness on green trust: The mediation effects of green satisfaction and green perceived quality. Sustainability, 7(8), 10135–10152.

Choi, E. J., & Kim, S.-H. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.

Fandi, T. (2004). Manajemen Jasa, Edisi Pertama. Yogyakarta. Andi Offset.

Han, H., Yu, J., Lee, J.-S., & Kim, W. (2019). Impact of hotels’ sustainability practices on guest attitudinal loyalty: Application of loyalty chain stages theory. Journal of Hospitality Marketing & Management, 28(8), 905–925.

Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111–125.

Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja, 29(1), 559–572.

Kotler, P., Keller, K., Brady, M., Goodman, M., & Hansen, T. (2019). Marketing Management: 4th European Edition. Pearson UK.

Lee, H., Jai, T.-M., & Li, X. (2016). Guests’ perceptions of green hotel practices and management responses on TripAdvisor. Journal of Hospitality and Tourism Technology, 7(2), 182–199.

Lee, J. J., Capella, M. L., Taylor, C. R., Gabler, C. B., & others. (2014). The financial impact of loyalty programs in the hotel industry: A social exchange theory perspective. Journal of Business Research, 67(10), 2139–2146.

Legrand, W., Sloan, P., & Chen, J. S. (2016). Sustainability in the hospitality industry: Principles of sustainable operations.

Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of Hospitality Marketing & Management, 23(3), 314–326.

Lubis, A. (2014). Pengaruh Kualitas Pelayanan Pendidikan Terhadap Kepuasan Dan Loyalitas Pada Mahasiswa Fakultas Ekonomi Universitas Medan Area Medan. Jkbm (Jurnal Konsep Bisnis Dan Manajemen), 1(1), 29–36.

Lubis, A., Apriliya, I., Anggi, P., Harahap, O., & Lubis, N. W. (2022). MODEL OF STRENGTHENING THE ECONOMY OF RICE FIELD AGRO-TOURISM IN THE PASAR MELINTANG VILLAGE. Jurnal Ekonomi, 11(03), 352–358.

Lubis, A., Lubis, N. W., Apriliya, I., & Hadi, W. P. (2022). MARKETING STRATEGY FOR PAID RICE AGRO-TOURISM IN THE VILLAGE MARKET TRANSFER. Jurnal Ekonomi, 11(03), 1394–1402.

Masiero, L., Heo, C. Y., & Pan, B. (2015). Determining guests’ willingness to pay for hotel room attributes with a discrete choice model. International Journal of Hospitality Management, 49, 117–124.

Merli, R., Preziosi, M., Acampora, A., & Ali, F. (2019). Why should hotels go green? Insights from guests experience in green hotels. International Journal of Hospitality Management, 81, 169–179.

Miller, M., Mayer, K. J., & Baloglu, S. (2012). Importance of green hotel attributes to business and leisure travellers. Journal of Hospitality Marketing & Management, 21(4), 395–413.

Mohd Noor, N. A., Hasan, H., & Kumar M, D. (2014). Exploring tourists intention to stay at green hotel: The influences of environmental attitudes and hotel attributes. The Macrotheme Review, 3(7), 22–33.

Mujahidin, A. (2015). Pengaruh Green Hotel Terhadap Loyalitas Pelanggan Dan Positif Wom Melalui Kepuasan Pelanggan Di Hotel Shangrilla Jakarta. GICI, 5(2), 34–43.

Rosalina, D., Lubis, A., & Effendi, I. (2023). THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION OF ISLAMIC PEOPLE’S FINANCING BANKS IN MEDAN CITY. Jurnal Ekonomi, 12(01), 1105–1112.

Setiawati, C. I., & Sitorus, P. (2014). Keberhasilan Hotel Berwawasan Ramah Lingkungan Di Asia-pasifik: Faktor Pendorong Apakah Yang Dominan? Jurnal Siasat Bisnis, 18(1), 45–62.

Supriadi, B., Astuti, W., & Firdiansyah, A. (2017). Green product and its impact on customer satisfaction. IOSR Journal of Business and Management (IOSR-JBM), 19(8), 1.

Tabaku, E., & Kruja, D. (2019). An integrated framework for customer loyalty in the hotel sector. Serbian Journal of Management, 14(1), 205–221.

Yu, C.-C., & Liu, C.-C. (2021). Applying fuzzy AHP to evaluate the key selection criteria for green hotel operation managers. J. Bus. Manag. Sci, 9, 12–16.