The impact of sustainable practices on guest booking decisions and satisfaction : a study of luxury hotels in the Uusimaa region
Samarasingha Arachchige, Dinithika (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120432327
https://urn.fi/URN:NBN:fi:amk-2025120432327
Tiivistelmä
Hospitality industry has been shifting towards sustainability as a result of increased environmental awareness among consumers and the mounting regulatory pressure. This research paper will look at how green practices, environmental communication and eco-certification affect the guest behavioural intention, satisfaction and loyalty with the hotel industry, and in this case, sustainable tourism. The study investigates the influence of the environmental concern and the environmental attitudes and perceptions among the guests on the environment and sustainability goals of hotels on hotels’ willingness to pay a premium price and environmentally responsible behaviour.
Quantitative surveys coupled with qualitative thematic analysis were used as a mixed-method approach to obtain holistic information. Quantitative data measured the intentions of guests, their satisfaction, and their loyalty through validated tools, and qualitative data examined the perceptions of the green practices, the communication strategies, and the credibility of the eco-certifications. The impact of greenwashing, social influence and technological improvements in luxury and mid-market hotels were also taken into consideration by the study.
Research has shown that proper environmental communication, sustainability initiatives transparency, and established eco-certifications have a significant positive effect on guest satisfaction, guest loyalty, and positive behavioural intentions. Guests were also found to be more willing to pay for certified green hotels, especially where the hotels had credible, consistent and visible sustainable practices. Also, the involvement of employees in the practices of green implementation and the inclusion of technology enhanced the sustainability commitment perceptions that guests had.
The work makes a contribution to the study of sustainable hospitality management by connecting the abstract idea of behaviour and environmental psychology with the real-life strategies of increasing the level of guest satisfaction and marketability. The findings of this study guide hotel managers, policymakers and tourist interest and stakeholders on how to design, communicate and carry out effective sustainability practices that will achieve both ecological and business goals.
Quantitative surveys coupled with qualitative thematic analysis were used as a mixed-method approach to obtain holistic information. Quantitative data measured the intentions of guests, their satisfaction, and their loyalty through validated tools, and qualitative data examined the perceptions of the green practices, the communication strategies, and the credibility of the eco-certifications. The impact of greenwashing, social influence and technological improvements in luxury and mid-market hotels were also taken into consideration by the study.
Research has shown that proper environmental communication, sustainability initiatives transparency, and established eco-certifications have a significant positive effect on guest satisfaction, guest loyalty, and positive behavioural intentions. Guests were also found to be more willing to pay for certified green hotels, especially where the hotels had credible, consistent and visible sustainable practices. Also, the involvement of employees in the practices of green implementation and the inclusion of technology enhanced the sustainability commitment perceptions that guests had.
The work makes a contribution to the study of sustainable hospitality management by connecting the abstract idea of behaviour and environmental psychology with the real-life strategies of increasing the level of guest satisfaction and marketability. The findings of this study guide hotel managers, policymakers and tourist interest and stakeholders on how to design, communicate and carry out effective sustainability practices that will achieve both ecological and business goals.