Description
With the development of sustainable tourism and green hotels, there is a need to understand service quality performance concerning the attributes of green hotels, which consumers evaluate to assess the service quality of a green hotel. Service quality is an extremely critical parameter to evaluate the performance of any service organization. This study proposes an appropriate scale to measure the green service quality performance of hotels. With a sample size of 190, we have done Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). The result is a scale of green service quality performance with 4 dimensions, viz. green practices, functional design, cooperation, and price. The study serves as a guide for service managers to measure the green performance of hotels. Also, the findings of this study can be utilised by government and hoteliers to build and improve sustainable tourism and mitigate the gaps in service quality and performances.
Keywords: Green hotel; intentions; social media, green purchase behaviour; green consumerism; sustainable tourism
