Record Details

Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

Journal of Management and Entrepreneurship

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Title Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel
 
Creator Hatane, Marsella Yeanette
Yosari, Adinda
Hendautomo, Felicia Christiana
 
Subject —
green program, brand image, customer perceived quality, customer satisfaction, technical quality, functional quality
 
Description Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM) analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2012-04-10
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/18372
10.9744/jmk.14.1.56-63
 
Source Jurnal Manajemen dan Kewirausahaan; Vol 14, No 1 (2012): MARCH 2012; 56-63
1411-1438
 
Language eng
 
Relation http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/18372/18197
 
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