International Journal of Research Studies in Management
CollabWritive Special Issue
2025 Volume 13 Issue 3
Available Online: 20 May 2025
Author/s:
Batican, Ivy A.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
This study aims to address the gaps and provide valuable insights to improve environmental practices, enhance service quality, and better understand guest behavioral intention in DOT accredited hotels in Central Visayas. Consequently, the implementation of environmental practices, such as inadequate water and energy conservation measures, poor waste management systems, and limited community engagement. Additionally, there are challenges in maintaining consistent service quality, including issues with reliability, green communication, and assurance. Furthermore, understanding the drivers of guest behavioral intention, such as revisit intention, word of mouth, willingness to pay more, and loyalty, remains critical for hotel success and requires further investigation. Anchored on the Department of Tourism who actively promote sustainable tourism, encouraging hotels to implement green initiatives and sustainable management practices, this study uses a descriptive correlational research design to examine the 385 respondents who check-in overnight in a hotel. In terms of profile, the majority of respondents are between are ages 28-38 years old (Gen Y), female, married, college or university, employed, with monthly income of 20,001-40,000, visit a hotel 3 times a year. Findings reveal that the main environmental practices of Department of Tourism accredited hotels in Central Visayas Region was community awareness, for service quality was tangibles, and in behavioral intention was word of mouth. However, a salient finding notes that better environmental practices in hotels are positively correlated with an increased intention to visit the hotel. Similarly, higher service quality is associated with a greater intention to visit the hotel. These factors, in turn, influence the guest’s behavioral intention, leading to repeat visits, word-of-mouth recommendations, willingness to pay more, and increased loyalty to the hotel. Remarkably, environmental practices and service quality are predictor of behavioral intention, however not all environmental practices and service quality measures are predictive. Although the measure of green energy reduction was not a good signal for behavioral intention, it was still possible to draw the same conclusion from service quality. With this, an empirical result of the study offers a tailored structural framework and strategic plan in environmental practices, service quality, and behavioral intention for DOT accredited hotels, travelers, DOT, LGU, employees in Central Visayas Region.
Keywords: behavioral intention, environmental practices, service quality
DOI: https://doi.org/10.5861/ijrsm.2025.25050
Cite this article:
Batican, I. A. (2025). Environmental practices, service quality, and behavioral intention of hotel in Central Visayas Region. International Journal of Research Studies in Management, 13(3), 191-218. https://doi.org/10.5861/ijrsm.2025.25050