The Influence of Green Practices, Service Quality, and Digital Convenience on Guest Satisfaction at Four-Star Hotels in West Jakarta
DOI:
https://doi.org/10.35870/emt.v11i1.7836Keywords:
Digital Convenience, Green Practices, Guest Satisfaction, Service Quality, Four-Star HotelsAbstract
This study examines the influence of Green Practices, Service Quality, and Digital Convenience on Guest Satisfaction at four-star hotels in West Jakarta. The research is motivated by increasing competition in the hospitality industry and the growing expectations of guests regarding service quality, digital convenience, and sustainability practices. A quantitative approach was employed using a non-probability sampling technique. Data were collected through an online questionnaire from 275 respondents and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The findings reveal that Green Practices, Service Quality, and Digital Convenience have a positive and significant influence on Guest Satisfaction. Among the three variables, Service Quality exerts the strongest influence, followed by Digital Convenience and Green Practices. These findings indicate that service quality remains the primary determinant of guest satisfaction, while digital convenience and environmentally sustainable practices also contribute positively to guests' overall experience. The results provide practical insights for hotel managers in improving service quality, enhancing digital services, and strengthening sustainability initiatives to increase guest satisfaction.
Downloads
References
Abdou, A. H., Hassan, T. H., & El Dief, M. M. (2020). A description of green hotel practices and their role in achieving sustainable development. Sustainability, 12(22), 9624. https://doi.org/10.3390/su12229624.
Baquero, A. (2023). Is customer satisfaction achieved only with good hotel facilities? A moderated mediation model. Administrative Sciences, 13(4), 108. https://doi.org/10.3390/admsci13040108.
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1–17. https://doi.org/10.1509/JMKG.66.3.1.18505.
Buhalis, D., & Leung, R. (2018). Smart hospitality—Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41–50. https://doi.org/10.1016/j.ijhm.2017.11.011.
Chang, Y. S., Cheah, J. H., Lim, X. J., Morrison, A. M., & Kennell, J. S. (2022). Are unmanned smart hotels du jour or are they here forever? Experiential pathway analysis of antecedents of satisfaction and loyalty. International Journal of Hospitality Management, 104, 103249. https://doi.org/10.1016/j.ijhm.2022.103249.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008.
Dianawati, N., Saepudin, P., Misran, M., Sinaga, E. K., Putra, F. K. K., & Susanto, E. (2024). The impact of smart hotel technology on guest satisfaction and loyalty: A user competency perspective. African Journal of Hospitality, Tourism and Leisure, 13(1), 213–220. https://doi.org/10.46222/ajhtl.19770720.500.
Gasbarro, F., & Bonera, M. (2021). The influence of green practices and green image on customer satisfaction and word-of-mouth in the hospitality industry. Sinergie Italian Journal of Management, 39(3), 231–248. https://doi.org/10.7433/s116.2021.12.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM (3rd ed.). Sage Publications.
Juliana, J., Hubner, I. B., Lemy, D. M., & Djakasaputra, A. (2026). From consumer-centric innovation to sustainable restaurant performance: A study of strategic capability integration in an emerging market context. Administrative Sciences, 1–42.
Juliana, J., Sianipar, R., Lemy, D. M., Pramezwary, A., Pramono, R., & Djakasaputra, A. (2023). Factors influencing visitor satisfaction and revisit intention in Lombok tourism: The role of holistic experience, experience quality, and vivid memory. International Journal of Sustainable Development and Planning, 18(8), 2503–2511. https://doi.org/10.18280/ijsdp.180821.
Kotler, P., Bowen, J. T., Makens, J. C., & Baloglu, S. (2018). Marketing for hospitality and tourism (7th ed.). Pearson.
Li, H., Liu, Y., Tan, C. W., & Hu, F. (2020). Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews. International Journal of Contemporary Hospitality Management, 32(5), 1713–1735. https://doi.org/10.1108/IJCHM-06-2019-0581.
Malhotra, N. K. (2020). Marketing research: An applied orientation. Pearson.
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. https://doi.org/10.1016/j.ijhm.2019.04.022.
Minrohayati, K., Endah Riana, U. S., Hadiwidjaja, R. D., & Trisnowati, Y. (2024). The role of service quality in improving customer satisfaction: A study in the hospitality business of university. International Journal of Engineering Business and Social Science, 3(1). https://doi.org/10.58451/ijebss.v3i1.195.
Moise, M. S., Gil-Saura, I., & Ruiz-Molina, M. E. (2021). Green practices as antecedents of functional value, guest satisfaction and loyalty. Journal of Hospitality and Tourism Insights, 4(5), 722–738. https://doi.org/10.1108/JHTI-07-2020-0130.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. https://doi.org/10.1016/j.ijhm.2019.102414.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Perdomo-Verdecia, V., Garrido-Vega, P., & Sacristán-Díaz, M. (2024). An fsQCA analysis of service quality for hotel customer satisfaction. International Journal of Hospitality Management, 122, 103793. https://doi.org/10.1016/j.ijhm.2024.103793.
Singh, A. K., Poddar, A. K., Kumar, S., Dahiya, M., Dashora, A. K., Kumar, S., Paatlan, S., Sharma, A., Bakshi, N., & Singh, A. K. (2025). Do hotel green practices influence customer satisfaction? Evidence from the Indian hospitality sector. F1000Research, 14, 1480. https://doi.org/10.12688/f1000research.175471.1.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Yang, H., Song, H., Cheung, C., & Guan, J. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International journal of hospitality management, 97, 103000. https://doi.org/10.1016/j.ijhm.2021.103000.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Wilson, A. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Downloads
Published
Issue
Section
License
Copyright (c) 2027 Sim Wen Ching, Juliana Juliana, Meitolo Hulu
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
