The impact on hotels customer’s satisfaction with hospitality and sustainable practices

Abstract

The adoption of hospitality practices as sustainable development seeks to limit the negative impacts of hotels’ business activities on natural and social environments and to increase the benefits to tourism as a whole and the surrounding population. The objective of this research is to identify the antecedents of customer satisfaction for different types of hotels. To meet this goal, the following research questions were addressed. What are the antecedents of customer satisfaction in the hospitality industry for hotel practices as sustainable development? Does customer satisfaction with these practices vary by the kind of hotel? Through a survey of 344 customers staying in seven hotels located in the province of Santos and Ubatuba (Sao Paulo State), it was found that customer satisfaction is positively influenced by hotels’ adoption of sustainable hospitality practices and that the level of customer satisfaction varies according to hotel size.