The effect of green management on customer satisfaction in hotel industry in China

At the turn of the century, green hotels have become an inevitable trend in the hotel industry development and are touted as one of the ways to achieve sustainable development. However, the existence of different guidelines and standards is creating a lot of confusion to the hotel management due to...

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Bibliographic Details
Main Author:	Yang, Hong Jun
Format:	Thesis
Language:	English
Published:	2016
Subjects:	HD30.213 Management information systems Decision support systems
Online Access:	http://eprints.utm.my/id/eprint/78631/1/YangHongJunMFM2016.pdf
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id	my-utm-ep.78631
record_format	uketd_dc
spelling	my-utm-ep.786312018-08-29T07:53:11Z The effect of green management on customer satisfaction in hotel industry in China 2016-08 Yang, Hong Jun HD30.213 Management information systems. Decision support systems At the turn of the century, green hotels have become an inevitable trend in the hotel industry development and are touted as one of the ways to achieve sustainable development. However, the existence of different guidelines and standards is creating a lot of confusion to the hotel management due to the myriad interpretations especially in China. Therefore, this study aims to develop the constructs for green management and identify the effect of green management on customer’s satisfaction. A quantitative approach using survey was used to derive the constructs for green management in the hotel industry as well as to investigate customers’ satisfaction levels about green management practices in hotels. Cluster sampling technique was used and questionnaires were distributed to hotels with a minimum rating of three stars in Guang Zhou, China. 375 questionnaires were successfully completed and returned for analysis. Factor analysis was used to determine the construct for green management in the hotel industry and four factors i.e, the environmental rules, hotel facilities, hotel practices and hotel management were identified. Regression analysis between those factors and customer satisfaction revealed that only facilities offered by hotels had significant impact. Demographic analysis of the respondents indicated significant difference between customer satisfaction and social economic status as well as education level; whereby the wealthier and better educated customer are more likely to choose green hotels. 2016-08 Thesis http://eprints.utm.my/id/eprint/78631/ http://eprints.utm.my/id/eprint/78631/1/YangHongJunMFM2016.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:95192 masters Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD30.213 Management information systems Decision support systems
spellingShingle	HD30.213 Management information systems Decision support systems Yang, Hong Jun The effect of green management on customer satisfaction in hotel industry in China
description	At the turn of the century, green hotels have become an inevitable trend in the hotel industry development and are touted as one of the ways to achieve sustainable development. However, the existence of different guidelines and standards is creating a lot of confusion to the hotel management due to the myriad interpretations especially in China. Therefore, this study aims to develop the constructs for green management and identify the effect of green management on customer’s satisfaction. A quantitative approach using survey was used to derive the constructs for green management in the hotel industry as well as to investigate customers’ satisfaction levels about green management practices in hotels. Cluster sampling technique was used and questionnaires were distributed to hotels with a minimum rating of three stars in Guang Zhou, China. 375 questionnaires were successfully completed and returned for analysis. Factor analysis was used to determine the construct for green management in the hotel industry and four factors i.e, the environmental rules, hotel facilities, hotel practices and hotel management were identified. Regression analysis between those factors and customer satisfaction revealed that only facilities offered by hotels had significant impact. Demographic analysis of the respondents indicated significant difference between customer satisfaction and social economic status as well as education level; whereby the wealthier and better educated customer are more likely to choose green hotels.
format	Thesis
qualification_level	Master's degree
author	Yang, Hong Jun
author_facet	Yang, Hong Jun
author_sort	Yang, Hong Jun
title	The effect of green management on customer satisfaction in hotel industry in China
title_short	The effect of green management on customer satisfaction in hotel industry in China
title_full	The effect of green management on customer satisfaction in hotel industry in China
title_fullStr	The effect of green management on customer satisfaction in hotel industry in China
title_full_unstemmed	The effect of green management on customer satisfaction in hotel industry in China
title_sort	effect of green management on customer satisfaction in hotel industry in china
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2016
url	http://eprints.utm.my/id/eprint/78631/1/YangHongJunMFM2016.pdf
_version_	1747818032955129856

The effect of green management on customer satisfaction in hotel industry in China

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