The Influence of Planned Behavior on The Level of Customer Trust and Satisfaction in Determining Loyalty in Green Hotels in Indonesia

Dewi, Hayuning Purnama (2020) The Influence of Planned Behavior on The Level of Customer Trust and Satisfaction in Determining Loyalty in Green Hotels in Indonesia. In: The 2nd International Conference on Business and Banking Innovations (ICOBBI) 2020: “Nurturing Business and Banking Sustainability”, 14 - 15th August 2020, Surabaya.

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Abstract

The hotel industry in Indonesia continues to grow, as proven by the growing number of hotels, especially three-star hotels. Competition arises to get loyal customers. Competition in the hotel industry requires owners to sharpen the hotel concept and increase value to hotel visitors. A concept that has been implemented by some hotels and, in the future, is expected to create a great opportunity is a green hotel. This study aims to determine the effect of planned behavior on the level of customer satisfaction and trust in determining loyalty in green hotels in Indonesia. This study applies quantitative methods, with the sampling technique using purposive sampling with 75 respondents. The analysis technique in this study consists of three stages: the first stage of validity testing, the second stage of reliability testing, and the third stage using SEM (Structural Equation Modeling). The results show that planned behavior has a positive effect on green hotel visit intention. The intention also contributes positively to green perceived value, green trust, and green satisfaction, which ultimately prompts a significant impact on green hotels' customer loyalty in Indonesia.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Theory of Planned Behavior, Perceived Green Value, Green Trust, Green Satisfaction, Green Loyalty.
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	20 Aug 2021 03:18
Last Modified:	13 Jun 2022 08:56
URI:	http://repository.ubaya.ac.id/id/eprint/40034

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