The Influence of Green Practices, Service Quality, and Digital Convenience on Guest Satisfaction at Four-Star Hotels in West Jakarta
Year: 2026
Type: article
Study design: Observational Study
Abstract: This study examines the influence of Green Practices, Service Quality, and Digital Convenience on Guest Satisfaction at four-star hotels in West Jakarta. The research is motivated by increasing competition in the hospitality industry and the growing expectations of guests regarding service quality, digital convenience, and sustainability practices. A quantitative approach was employed using a non-probability sampling technique. Data were collected through an online questionnaire from 275 respondents and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The findings reveal that Green Practices, Service Quality, and Digital Convenience have a positive and significant influence on Guest Satisfaction. Among the three variables, Service Quality exerts the strongest influence, followed by Digital Convenience and Green Practices. These findings indicate that service quality remains the primary determinant of guest satisfaction, while digital convenience and environmentally sustainable practices also contribute positively to guests' overall experience. The results provide practical insights for hotel managers in improving service quality, enhancing digital services, and strengthening sustainability initiatives to increase guest satisfaction.
Source: Jurnal EMT KITA
Authors: Sim Wen Ching, Juliana Juliana, Meitolo Hulu
Institution: Pelita Harapan University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7225045169