Preliminary Study: The Influences of Environmental Management Practices and Customer Satisfaction towards Customer Loyalty

Yusof, Yusnita and Ibrahim, Yahaya and Awang, Zainudin (2015) Preliminary Study: The Influences of Environmental Management Practices and Customer Satisfaction towards Customer Loyalty. In: Conference Proceedings of Social Sciences Postgraduate International Seminar (SSPIS). School of Social Sciences, Pulau Pinang, Malaysia, pp. 206-216. ISBN 978-967-11473-2-0

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Abstract

Green hotel is one of the efforts taken towards achieving environmental sustainability through environmental management practices applied in the hotel. However, up until November 2014, there were only 10 out of 1935 hotels registered with the Ministry of Tourism and Culture, Malaysia received ASEAN Green Hotel Award. This study attempts to examine the environmental management practices in non-green hotels, and also the relationship between environmental management practices, customer satisfaction and customer loyalty among guests in a non-green hotel. Respondents were selected using a random sampling technique and data was analysed using SPSS. The findings show that all the environmental management practices have a positive relationship with customer satisfaction and customer loyalty.

Item Type: Book Section
Subjects: H Social Sciences
Divisions: Pusat Pengajian Sains Kemasyarakatan (School of Social Sciences) > Social Sciences Postgraduate International Seminar (SSPIS)
Koleksi Penganjuran Persidangan (Conference Collection) > Social Sciences Postgraduate International Seminar (SSPIS)
Depositing User: ASM Ab Shukor Mustapa
Date Deposited: 21 Nov 2017 08:10
Last Modified: 21 Nov 2017 08:10
URI: http://eprints.usm.my/id/eprint/37588

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