Abstract
Consumers in developed nations are increasingly demanding products and services that are environmentally friendly. In order to satisfy this need, enhance the hotel’s reputation, and build a customer base, hotel management is working harder than ever to adopt sustainable practices. However, empirical data on the existence of a favorable impact of hotels’ environmental practices on guests’ satisfaction and loyalty, is still surprisingly scarce in Nigeria. This study examines the effect of environmental green practices on guests’ satisfaction and loyalty and investigated guests’ knowledge and awareness of environmental practices in Nigeria. This study engaged sustainability and triple-bottom-line theory. A descriptive research design was used through a structured questionnaire approach. Questionnaires were used to select 354 respondents through a random sampling technique. Data collected were analysed using descriptive and inferential statistics. The study found that environmental green practices have a significant effect on guests’ satisfaction and loyalty based on the result obtained (p<0.05, β= 17. 0.616). The study also found that guests have the knowledge and awareness of the environmental green practices in hotels in Nigeria. The study concluded that the implementation of environmentally green practices in hotels in Nigeria is essential for their daily operations in order to increase guest satisfaction and loyalty. The study therefore recommends that hotels in Nigeria should implement environmental green practices in their daily operations to increase customer satisfaction and loyalty, which is essential for the growth of the industry.
Presenters
Juliana NdalnamuChief Technologist, Hospitality Management, Federal Polytechnic Mubi, Adamawa Nigeria, Adamawa, Nigeria
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
Human Impacts and Responsibility
KEYWORDS
ENVIRONMENTAL PRACTICES, GUEST LOYALTY, CUSTOMERS SATISFACTION, SUSTAINABLE PRACTICES
