相关实验视频
Updated: Jan 20, 2026
01:30
Customer Expectations and Factors Influencing It
342
酒店的绿色做法是否会影响客户的满意度? 来自印度酒店业的证据
Ajit Kumar Singh1, Ajay Kumar Poddar2, Sumit Kumar3
1Chandigarh University, Mohali, Punjab, India.
F1000Research
|January 19, 2026
概括
酒店的绿色实践显著提高了客户的满意度和忠诚度,影响了支付溢价的意愿. 客户忠诚度是这种关系的关键调解者,强调了酒店业可持续性的价值.
科学领域:
- 酒店酒店管理的管理.
- 消费者行为 消费者行为
- 环境可持续性 环境可持续性
背景情况:
- 有限的实证研究评估了酒店绿色实践 (HGP) 对客户满意度 (CS) 的直接和间接影响.
- 这项研究将HGP,支付意愿 (WTP),客户忠诚度 (CL) 和CS整合到一个统一的结构框架中.
- 该研究探讨了WTP和CL在酒店可持续性举措的消费者满意度方面的调解作用.
研究的目的:
- 研究酒店绿色实践 (HGP) 对客户支付意愿 (WTP),客户忠诚度 (CL) 和客户满意度 (CS) 的影响.
- 分析WTP和CL对HGP和CS之间的关系的调解效应.
- 提供关于酒店行业可持续发展的好处的经验证据.
主要方法:
- 从印度德里星级酒店的客人那里收集的数据,使用方便样本和自我管理的问卷.
- 测量项目根据既定的酒店和消费者行为研究规模进行调整.
- 使用SmartPLS 4和部分最小平方结构方程建模 (PLS-SEM) 分析的结构关系.
主要成果:
- HGP显著影响WTP和CL,与CS直接的积极关联较弱.
- WTP和CL都对CS有显著的贡献,其中CL具有最强的效果,其次是WTP.
- 调解分析证实了部分调解,HGP对CS的间接影响超过了直接影响;该模型证明了CS的实质性解释能力 (R2 = 0.627).
结论:
- 酒店绿色实践积极影响客户满意度,客户忠诚度和支付意愿.
- 客户忠诚度是酒店绿色实践和客户满意度之间的强有力的调解变量.
- 采用可持续性实践可以提高客户的忠诚度和满意度,鼓励可持续性举措的优质定价.
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