Analisis Hubungan antara Eco SERVQUAL dan Customer Satisfaction dengan Peran Moderasi Gender, serta Revisit Intention pada Green Hotel di Indonesia

  • Arifah Nur Huda Universitas Indonesia
  • Hapsari Setyowardhani Universitas Indonesia
Abstract Views = 129 times
Full Text [PDF] DOWNLOADS = 222 times
Keywords: Eco Service Quality, Customer Satisfaction, Revisit Intention, Green Hotel


Indonesia is well-known as one of the countries with world-famous tourism destinations. Indonesia continues to strive to improve sustainable tourism programs, one of which is through the hotel industry. The hospitality industry supports commitments to reduce carbon emissions, one of which is through the green hotel program. Competition among green hotels in providing service excellence encourages companies to provide the best service quality so that visitors feel satisfied and want to return to stay. This study examines the relationship between Eco Service Quality and Customer Satisfaction with the moderation of gender and the effect of Revisit Intention through the moderation role of gender. Data was collected by distributing questionnaires to 220 respondents. Structural Equation Modelling (SEM) was employed to analyze the data. This study found that Eco Service Quality significantly affects customer satisfaction, ultimately making visitors want to stay again at a future time and opportunity. The role of gender is also proven to have a moderating role in the relationship between Eco Service Quality and customer satisfaction.


Abdou, A. H., Hassan, T. H., & Dief, M. M. El. 2020. A description of green hotel practices and their role in achieving sustainable development. Sustainability Switzerland, 1222, 1–21.

Albayrak, T. 2019, “The inclusion of competitor information in the three-factor theory of customer satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 31 No. 4, pp. 1924-1936.

Albayrak, T. and Caber, M. 2013. “The symmetric and asymmetric influences of destination attributes on overall visitor satisfaction”, Current Issues in Tourism, Vol. 16 No. 2, pp. 149-166.

Ali, F., Rasoolimanesh, S.M., Sarstedt, M., Ringle, C.M. and Ryu, K. 2018. An assessment of the use of partial least squares structural equation modeling PLS-SEM in hospitality research. International Journal of Contemporary Hospitality Management. 30 1: 514-538.

An, S., Suh, J., and Eck, T. 2019. Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 193, 145–165.

ASEAN Green Hotel Standard. (2012, May). Report. Retrieved October 1, 2022 from

Barber, N. A. 2012. Profiling the Potential “Green” Hotel Guest. Journal of Hospitality & Tourism Research, 383, 361–387. (2019, April 17). reveals key findings from its 2019 sustainable travel report. Retrieved December 28, 2022 from (2021, June 3).’s 2021 Sustainable Travel Report Affirms Potential Watershed Moment for Industry and Consumers. Retrieved December 28, 2022 from

Casado-Díaz, A.B., Sellers-Rubio, R., Rodriguez-Sanchez, C., and SanchoEsper, F. 2020. “Predictors of willingness to pay a price premium for hotels’ water-saving initiatives”, Journal of Travel & Tourism Marketing, 377, 773- 784.

Chen, C.-F., dan Chen, F.-S. 2010. Experience quality, perceived value, satisfaction and revisit intention for heritage tourists. Tourism Management, 31,29–35.

Choi, Y. J., & Park, J. W. 2017. The decision-making processes of duty-free shop users using a goal directed behavior model: The moderating effect of gender. Journal of Hospitality and Tourism Management, 31, 152–162.

Guido, G. 2015. Customer Satisfaction. Wiley Encyclopedia of Management 3rd edition. Wiley.

Hair, J. F., Black, W. C., Babin, B. J., and Anderson, R. E. 2016. Multivariate data analysis: A global perspective. Pearson Education.

Hamid, M & Sami, VWaqas & Sidek, M. 2017. Discriminant Validity Assessment: Use of Fornell & Larcker criterion versus HTMT Criterion. Journal of Physics: Conference Series. 890.

Han, H., Hsu, L. T. J., Lee, J. S., & Sheu, C. 2011. Are lodging customers ready to go green? An examination of attitudes, demographics, and eco-friendly intentions. International Journal of Hospitality Management, 302, 345–355.

Henseler, J., Ringle, C. M., & Sinkovics, R. R. 2009. The use of partial least squares path modeling in international marketing. New Challenges to International Marketing, 201, 277–319.

Henseler, J., Ringle, C.M. and Sarstedt, M. 2016, "Testing measurement invariance of composites using partial least squares", International Marketing Review, Vol. 33 No. 3, pp. 405-431.

Huang, S., & Hsu, C. H. C. 2009. Effects of Travel Motivation, Past Experience, Perceived Constraint, and Attitude on Revisit Intention. Journal of Travel Research, 481, 29–44.

Kandampully, J., & Suhartanto, D. 2000. Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 126, 346–351.

Khan, M. M., & Su, K. D. 2003. Service quality expectations of travellers visiting Cheju Island in Korea. Journal of Ecotourism, 22, 114–125.

Kim, W. H., Lee, S. H., & Kim, K. S. 2020. Effects of sensory marketing on customer satisfaction and revisit intention in the hotel industry: the moderating roles of customers’ prior experience and gender. Anatolia, 314, 523–535.

Kim, Y. J., Palakurthi, R., & Hancer, M. 2012. The environmentally friendly programs in hotels and customers’ intention to stay: An online survey approach. International Journal of Hospitality & Tourism Administration, 133, 195–214.

Kumari, P., dan Sangeetha, R. 2022. How Does Electronic Word of Mouth Impact Green Hotel Booking Intention?. Services Marketing Quarterly, 432, 146-165.

Kuo, F. I., Fang, W. T., & LePage, B. A. 2022. Proactive environmental strategies in the hotel industry: eco-innovation, green competitive advantage, and green core competence. Journal of Sustainable Tourism, 306, 1240–1261.

Lai, I.K.W. and Hitchcock, M. 2016, “A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-dimensional importance-performance analysis”, Tourism Management, Vol. 55 August, pp. 139-159.

Lee, J. S., Hsu, J., Han, H., & Kim, Y. 2010. Understanding how consumers view green hotels: How a hotel’s green image can influence behavioural intentions. Journal of Sustainable Tourism, 18, 901-914.

Lee, S., Sun, K. A., Wu, L. Laurie, & Xiao, Q. 2018. A Moderating Role of Green Practices on the Relationship between Service Quality and Customer Satisfaction: Chinese Hotel Context. Journal of China Tourism Research, 141, 42–60.

Matzler, K., Renzl, B. and Rothenberger, S. 2006, “Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: a case study in the hotel industry”, Scandinavian Journal of Hospitality and Tourism, Vol. 6 No. 3, pp. 179-196.

Moise, M. S., Gil-Saura, I., & Ruiz Molina, M. E. 2021. The importance of green practices for hotel guests: does gender matter?, Economic Research-Ekonomska Istrazivanja, 341, 3508–3529.

Parasuraman, A. P., Zeithaml, V. A., dan Berry, L, L. 1988. SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. Journal of Retailing. Vol 64 1: 12-40.

Ryu, K., Lee, H., & Kim, W. 2012. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and revisit intention. International Journal of Contemporary Hospitality Management, 242, 200–223.

Sevilla-Sevilla, C., Mondejar-Jimenez, J., & Reina-Paz, M. D. 2019. Before a hotel room book- ing, do perceptions vary by gender? The case of Spain. Economic research-Ekonomska Istrazivanja, 321, 3853–3868.

Wang, J., Wang, S., Xue, H., Wang, Y., & Li, J. 2018. Green image and consumers’ word-of- mouth intention in the green hotel industry: The moderating effect of Millennials. Journal of Cleaner Production, 181, 426–436.

World Economic Forum. (2022, May). Insight Report. Retrieved October 1, 2022 from

How to Cite
Huda, A., & Setyowardhani, H. (2023). Analisis Hubungan antara Eco SERVQUAL dan Customer Satisfaction dengan Peran Moderasi Gender, serta Revisit Intention pada Green Hotel di Indonesia. Jurnal Akuntansi Dan Manajemen, 20(01), 22 -38.