The grass is greener: developing and implementing a green consumer satisfaction index
by Kuang-Heng Shih
International Journal of Mobile Communications (IJMC), Vol. 16, No. 5, 2018

Abstract: The main purpose of the study is to construct a green customer satisfaction index (GCSI) model to explore green consumer behaviours. This study validates the GCSI model by performing a case study on eco-smart hotels from 527 customers. The structural equation modelling (SEM) is then applied to verify the outcome of the GCSI model. There are seven variables in the GCSI model: 'green perceived quality', 'green corporate social responsibility', 'green expectation', 'green brand image', 'green perceived value', 'green customer satisfaction', and 'green customer loyalty'. Due to the recent growth in mobile commerce and its effect on green industries, this paper will also discuss some of the needs and future concerns of mobile users. The research outcome reveals that green customer satisfaction positively affects green customer loyalty. Green corporate social responsibility, green expectation, green brand image, and green perceived value enhance green customer loyalty through green satisfaction.

Online publication date: Mon, 26-Mar-2018

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Mobile Communications (IJMC):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com