标题：Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel
期刊名称：Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship)
印刷版ISSN：1411-1438
出版年度：2012
卷号：14
期号：1
页码：56-63
DOI：10.9744/jmk.14.1.56-63
语种：English
出版社：Institute of Research and Community Outreach - Petra Christian University
摘要：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.
