Social Studies Department, College of Arts, King Faisal University, Al-Ahsa 31982, Saudi Arabia.
Department of History, College of Arts, Mansoura University, Mansoura 35516, Egypt.
Int J Environ Res Public Health. 2022 Dec 3;19(23):16195. doi: 10.3390/ijerph192316195.
With the growing awareness of the climate change effects, hotel customers progressively intend to favor green products and services that minimize adverse environmental effects. The key factors affecting customers' green behavioral intentions in the hospitality industry context are still under research. Accordingly, this study primarily aims at empirically investigating the nexus between green perceived quality (GPQ), green satisfaction (GS), green trust (GT), and customers' green behavioral intentions (CGBIs) in a sample of five-star eco-friendly hotels in Egypt. More specifically, the study first endeavors to investigate the direct impact of GPQ on GS, GT, and CGBIs besides exploring the direct impact of GS and GT on CGBIs in addition to examining the potential effect of GS and GT as mediators in the nexus between GPQ and CGBIs. To achieve the study's aim and associated objectives, a self-administrated questionnaire was developed and distributed to a convenience sample of local guests staying at certified five-green star hotels. A total of 500 questionnaires were distributed, and only 304 valid forms, representing 60.8%, were used in the statistical analysis. Seven hypotheses, reflecting the direct and indirect relationships between study constructs, were examined by using Structural Equation Modeling (SEM) with bootstrapping technique. The study findings revealed that GS, GT as well as CGBIs are significantly positively affected by GPQ, respectively. Furthermore, GT and GS have a significant positive effect on CGBIs. Moreover, GT as well as GS partially mediate the nexus between GPQ and CGBIs. From the previous findings, it could be concluded that the increase in investment in enhancing GPQ significantly contributes to the improvement in GS, GT, and CGBIs. Additionally, the higher the GT, GPQ, and GS, the greater the revisit intention to green hotels, positive green word-of-mouth (GWoM), and intention to pay a premium for staying in environmentally friendly hotels. As a result, for enhancing CGBIs and sustaining a customer-hotel long-term relationship, hotel operators should make efforts towards maintaining GT, improving GPQ, and increasing customers' GS as key predictors of CGBIs in the hotel industry context.
随着气候变化影响意识的增强，酒店客户逐渐倾向于选择绿色产品和服务，以最大程度地减少对环境的不利影响。影响酒店业客户绿色行为意向的关键因素仍在研究之中。因此，本研究主要旨在实证调查埃及五星级环保酒店样本中绿色感知质量（GPQ）、绿色满意度（GS）、绿色信任（GT）与客户绿色行为意向（CGBIs）之间的关系。具体而言，本研究首先努力探讨 GPQ 对 GS、GT 和 CGBIs 的直接影响，此外还探讨 GS 和 GT 对 CGBIs 的直接影响，并检验 GS 和 GT 在 GPQ 和 CGBIs 之间关系中的中介作用。为了实现研究目的和相关目标，采用自填式问卷对入住经认证的五星级绿色酒店的当地客人进行了便利抽样调查。共发放了 500 份问卷，只有 304 份有效问卷，占 60.8%，用于统计分析。使用结构方程模型（SEM）和自举技术检验了反映研究结构之间直接和间接关系的 7 个假设。研究结果表明，GS、GT 和 CGBIs 分别受到 GPQ 的显著正向影响。此外，GT 和 GS 对 CGBIs 有显著正向影响。此外，GT 和 GS 在 GPQ 和 CGBIs 之间的关系中起部分中介作用。根据上述发现，可以得出结论，增加对提高 GPQ 的投资显著有助于提高 GS、GT 和 CGBIs。此外，GT、GPQ 和 GS 越高，对绿色酒店的重游意愿、积极的绿色口碑（GWoM）和支付额外费用入住环保酒店的意愿就越高。因此，为了提高 CGBIs 和维持客户-酒店的长期关系，酒店经营者应努力维持 GT、提高 GPQ 和提高客户的 GS，作为酒店业背景下 CGBIs 的关键预测指标。
